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Using digitization to change the way in which customers acquire information and interact with insurers and agents, traditional call centers are learning to be a thing of the past. Leading [...]

Everyone agrees that great service is crucial for long-term customer retention. Consumers today are usually enjoying more choice than any other time. Many companies, however, are wrestling with [...]

Tips for delivering great customer care 1. Effective purchaser intelligence One of the problems we repeatedly have with our blue-chip clients is not working out how best to interact with clients, [...]

Call centers have always had time clocks. It is an easy way to make sure agents are arriving for their shifts punctually, that they are not having long lunches, and that they are not leaving [...]

Below is a detailed strategy for contact centers to help them innovate, generate value, and increase revenue: Improve the actual channel strategy Ordinarily, organizations would outline, [...]

Deciding on an external call center company is a decision that will open new opportunities for a company. Outsourcing is not only a way to scale back cost, it also provides constant connection [...]

The ten characteristics call center agents who master adaptive selling must have: 1. Interpersonal flexibility Call center providers who implement adaptive selling techniques must be able to [...]

With double-digit growth forecasted in several emerging markets like China, India, Spain, and Brazil, the contact center market is constantly evolving. Vendors are proactively offering contact [...]

Managing vendors is usually a challenging job. No two are alike which will leave you wishing there was a secret handshake—something that transmits your requirements and needs with an automatic [...]

A recent improvement among top worldwide companies in European countries and America is usually to outsource call center services or business process outsourcing to developing countries inside [...]