Category Archives: Customer Service

Best Practices in Structuring & Managing Customer Complaint Resolution Groups


Regardless of industry, one of the main goals all organizations have is to drive value for their customers.  In order for an organization to succeed in the marketplace, they must have an integrated approach to the customer. There are many

Call Centers in OTC/Consumer Companies Adopting New Channels & Tools


Consumer Health call centers – and contact centers across various industries – are finding it increasingly challenging to deliver exceptional services. As technology continues to change, leaders must find ways to satisfy customer inquiries and keep up-to-date on customer interaction

Building a World-Class Call Center


Contact centers must focus today on how to meet the needs of customers who are increasingly mobile, increasingly connected, & increasingly impatient with slow service. Understanding the anticipated future trends, as well as the new tools & technologies that leaders