The telephone is often the easiest way for your customers to reach your business if they have a problem or just need information. This amplifies the need to deliver strong customer service over the ...

The responsibilities of customer contact centers are changing rapidly: In an era of self-service, customers aren’t as likely to reach out to contact centers for routine matters, such as checking an ...

We've all been there: You call customer service, get bounced around, transferred, and dropped. Or worse, your issue never gets resolved even after you talk to someone. You probably know you can ...