Contributor: Micah Solomon
Posted: 08/20/2012
Micah Solomon
The stories that people tell at a company, and about a company, really do matter. Just don’t forget that the day in, day out heroism, on every customer call, every customer interaction, matter as well. Full Article »
Posted: 03/25/2012
Many of today’s customer management professionals commonly talk a big game about the importance of CRM. Relationship-building, they argue, is a fundamental tenet of all contact center interactions. But knowing something needs to be done and knowing how to actually do it are two vastly different things. And, as a result of that difference, a Full Podcast »
Contributor: call center week
Posted: 02/03/2015
Dispelling 5 Myths on Outsourcing Customer Care

Reduce costs, differentiate your business.

It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying...

I'll lose touch with our customer care process-and our customers

I'll lose control and quality

I can only outsource simple processes

But some of the world's b Full Whitepaper »