Press Release: Fenero Launches Flow to Banish Rigid Call Center Scripting

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Fenero Launches Flow to Banish Rigid Call Center Scripting   Fenero, a leading provider of cloud solutions for contact centers, announces the launch of its latest feature, Fenero Flow   Miami, FL, September 12, 2016 – Fenero, a provider of cloud-based call center solutions for sales and customer service operations worldwide, is announcing the launch of its newest feature, Fenero … Read More

Business Continuity and Disaster Recovery in Customer Service

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For larger companies, the contact center is a critical business system. These checklists, prepared by Roger Sumner, senior vice president of the Technology Office at Aspect Software, will help ensure that you ask the correct questions when planning for business continuity in this area. First  acknowledge that the term ‘disaster’ encompasses a lot of unpleasant possibilities. Get specific about the … Read More

Getting Your Team in the Zone

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By Glenn Pasch   At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those … Read More

Press Release: Fenero Welcomes Charles Callari, Former Global VP of Sykes Enterprises

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  Fenero Welcomes Charles Callari, Former Global VP of Sykes Enterprises   Charles Callari, an experienced sales and marketing executive and former Global Vice President of Marketing and Strategy at Sykes Enterprises joins Fenero   Miami, FL, April 14, 2016 – Fenero, a provider of cloud-based contact center solutions for sales and customer service operations worldwide, is pleased to welcome … Read More

Stop Losing Money and Focus on Customer Service

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By: Flavio Martins 80% of businesses believe they provide “superior” customer service, but only 8% of customers would describe the service as great. When your customers aren’t satisfied, there’s real damage that they can do to the long term success of your organization. Maybe you can stand to lose one or two or a few dozen, maybe even a few hundred … Read More

Customer Care – Tip of the Month

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Don’t Have the Answer? Many times your Customer Service Representatives are faced with a situation where they cannot readily respond to a customer’s question and the tendency is for them to immediately give a response which may be a guess as to what the customer wants to hear. When such a situation arises and they don’t know the answer to the customer’s question it is always better to … Read More

Poor Customer Service – A Big Brain on Profits

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Jim Stratton – Business Columnist A few years ago, I bought four tires from my neighborhood garage. Within six months, the tread on one began to shred. I drove back, talked to Bob – the owner – and showed him the problem. “If you can leave it with me,” he said, “I’ll take care of it.” When I picked the car up … Read More

Leverage Analytics to Cash in on Customer Insights

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“This article is brought to you courtesy of Call Center Times.” by Lauren Ziskie, Customer Engagement Officer, Dialogue Marketing, Inc. Decoding the Voice of the Customer Data is a company’s competitive advantage if leveraged correctly. New ideas, product enhancements, quality or warranty issues, operational efficiencies, sales and marketing insights and legal risks are all outcomes that can be uncovered and … Read More