Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]
Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service […]
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday […]
When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people […]
There’s a lot of talk about how much effort a customer is required to put forth in order to complete […]