December 2014
interview with Doron Dovrat
Quality customer service can improve a company’s corporate identity and
drive business growth. But many SMBs are priced out of acquiring modern
call center technology. This article explains the benefits of affordable
and flexible cloud-based call centers.
May 2014
interview with Brian Jurutka
Mobile broadband and today’s dizzying array of app and network technology
present a big challenge to customer care. In fact, care agents have a
hard time staying one step ahead of customers who call to report problems.
But network analytics comes to the rescue with advanced mobile handset troubleshooting
and an ability to put greater intelligence at the fingertips of highly trained
reps.
January 2011
interview with Robert Lamb
Optimizing the contact center offers one of the greatest returns on investment
for a CSP. The director of AT&T’s contact center services business
explains how telecoms can strike an “artful balance” between contact
center investment and cost savings. The discussion draws from AT&T’s
consulting with world class customers like Ford, Dell, Discover Financial, DISH
Network, and General Motors.
November 2010
interview with Scott Kohlman
Greater industry competition, service complexity, and employee turnover have
raised the bar in the customer support. Indeed, complex services are putting
an emphasis on quality care interactions in the store, on the web, and through
the call center. In this article you’ll learn about innovations
in CRM, multi-tabbed agent portals, call center agent training, customer
treatment philosophies, and the impact of self-service.