by Arti Visana | Sep 29, 2021 | Feature
Internal Call Center Operations vs. Outsourcing: Which is Better? 29 SEPTEMBER 2021 Eventus The business world seems to sway back and forth between its preference for call center outsourcing and internal call center operations. In the 1990s, major cost savings drove...
by Jennifer Chan | Sep 28, 2021 | Feature
Three Call Center Metrics You Should Be Tracking – But Probably Aren’t 28 September 2021 Eventus When it comes to measuring the success of your customer call center, there’s no shortage of lists telling you which metrics to track. Many of these focus on...
by Milos Djokovic | Sep 22, 2021 | Feature
What’s the difference between customer service and customer experience – and why does it matter? 21 September 2021 Milos Djokovic Making your customers feel valued and important is a key business differentiator, which in some competitive industries may be...
by Jennifer Chan | Sep 15, 2021 | Feature
Virtual Call Centers: Is your work-at-home arrangement a competitive advantage? 15 September 2021 Eventus As we move toward a post-pandemic world, customer experience professionals may be evaluating their current remote call center teams. With staff working at home...
by Jennifer Chan | Mar 25, 2021 | Feature
Delivering The Orchestrated Customer Experience: Why – And How – We Need to Rethink The Contact Center 25 March 2021 Greg Weber Customer expectations have changed dramatically in recent years, both in the B2B and the B2C worlds. “The Amazon Effect,” as...
by Rob Rutledge | Mar 25, 2021 | Feature
Learn How to Improve Call Center Customer Service in 2021 by Thinking Like an Always-On Consumer 25 March 2021 Rob Rutledge Do you know how to improve your call center customer service – or if you even need to? Customer expectations have changed dramatically in...
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