Posted by & filed under Technology.

    The start of a new year always triggers several publications to predict what the next twelve months will hold in store in the areas of customer experience and customer service. Organizations like Forrester and Forbes provide rich reading as they describe what’s trending in the industry.

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Posted by & filed under Call Center, Employee Ownership, Uncategorized.

Millennials now represent the largest percentage of the workforce   Did you know that millennials are now the largest generational group in the workforce? Yes, those youngsters that we knew were coming have now arrived. They took over their top position in 2015, when the millennial workforce swelled to 53.5 million (source: Pew Research). Some... Read more »

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Posted by & filed under Call Center, Contact Center, Employee Ownership.

Learn from listening to your agents in action Supervisors conduct side-by-sides with their customer service agents, especially new ones, as a normal part of business. Plugging in and listening to calls in real-time allows supervisors to give immediate feedback about quality and adherence to procedures. But side-by-sides shouldn’t just be a supervisor activity. The combination... Read more »

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Posted by & filed under Call Center, Contact Center, Customer Service.

A big thank you to our agents National Customer Service Week has been in place officially since 1992, when a presidential proclamation designated the first week in October to be earmarked for this celebration. It may seem odd to focus on customer service for just one week a year. Afterall, shouldn’t that be a daily... Read more »

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Posted by & filed under Call Center, Customer Service, Outsourced.

Follow these common-sense tips and protect your reputation The internet is loaded with truly awful tales of customer service interactions — the kind that make company executives cringe and PR departments scramble to do damage control. Some of these are unfortunate anomalies, but many are representative of the way some companies deliver their customer experience.... Read more »

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Posted by & filed under Call Center, Contact Center, Employee Ownership, In the News, USA800.

USA800 plans to hire 200+ employees in first 30 days USA800, Inc. plans to expand its operations into Wichita Falls, Texas on Oct. 19. The expansion will net USA800 an additional 460 state-of-the-art workstations in a turnkey 36,000 sq. ft. stand alone facility. The company plans to serve customers from the new facility beginning Nov.... Read more »

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Posted by & filed under Call Center, Customer Service, Inbound Sales, Outsourced.

Is wearing all those hats the best solution? The term “customer service” is broad in nature. Operationally, the term encompasses many different responsibilities and, consequently, service agents are often required to wear several different hats. This list outlines just a few examples. Brand ambassador. This is one of the most critical roles of an agent.... Read more »

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