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A few months ago I wrote about the success that some contact centers are having with unifying multiple applications into one space. In that instance, the organization made a big move to Salesforce.com and condensed more than a dozen systems into one. The gains they made in efficiency and contact resolution in the contact center...

I imagine it has happened to us all. You know when you seat yourself at a table and drive your knee into a table leg. It hurts; a lot. And the amount of pain seems to be a lot larger than the size of the mistake you just made. It happened to me...

The simple answer to this question is "Yes," if you can figure out how to do it cost effectively and you can come up with service offerings that make it worthwhile. Value-based servicing is where an organization provides a differentiated level of customer service, service quality or service offerings based on the perceived value of each customer....

There seems to be a trend of US-based companies closing their outsourced call center operations in offshore sites. A TheStreet article announcing Delta's (airlines) plan to shut down its call center in Montago Bay, Jamaica, is just one example. In 2009, Delta also closed a reservations call center in India, stating that "customer acceptance" of outsourced, offshore...

I still look back at pictures of my childhood and think, "Those clothes were in fashion then?, Did I really wear my hair like that?" Admit it, you have reminisced too and thought the same thing. Then I saw this video and I just couldn't believe it. Oh, we have come a long way...

The time to embrace social media is now. It's not so much about whether social media is a fad - which the video here from Socialnomics offers compelling evidence that it is not - it's about catering to the needs of your customers and providing interaction channels that enable them to reach out in the method they...

In this era of commoditized products and services, price and customer service are the primary differentiators between otherwise similar offerings. If you’re not the lowest-cost provider, competing on price is a losing proposition, so customer service is the best opportunity for differentiation for most organizations. But great customer service is disappointingly rare. It’s easy to identify examples of...