What Do Customers Want?

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“This article is brought to you courtesy of Call Center Times.” By Brian Moore, Executive Director, Varolii New research shows that consumers want more real-time communications from enterprises with whom they do business. However, these rising expectations are on a collision course with federal and state regulations governing how and when companies communicate with consumers. In a recent survey of … Read More

Technology in Today’s Customer Contact Centers

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“This article is brought to you courtesy of Call Center Times.” By Mitch Perkal, Aspect Customer contact centers are now faced with the task of serving consumers across multiple communication channels. As technology advances at an accelerated rate, customer contact centers are expected to utilize these next-generation solutions and tools to enhance customer service and create new efficiencies to help build business. … Read More

Driving Customer Satisfaction

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“This article is brought to you courtesy of Call Center Times.” By Barry Phillips, Co-Founder and Partner, Tracy Learning, LLC A recent study in the US states that one out of every 25 jobs in the US is tied to a call center. That’s a staggering number. What is even more surprising is how many call centers do not adequately … Read More