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Getting to Know Your Customers in 2015

In a 2012 Gartner study it was estimated that by 2015 (which is just around the corner!), marketing budgets allocated to retaining customers and increasing loyalty through customer service would more than double This explains the recent explosion over the past few years of the customer experience[...]

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Open the Channels for Customer Communications

Happy Thanksgiving from Vermont! Over the past year we've read many articles, come across a lot of research data, and even heard from our customers about the incredible importance and value that inbound phone calls hold in the overall business strategy As consumers increasingly prefer to interact[...]

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Misperceptions of Speech Analytics

To us, and our customers, it seems so clear that lacking speech analytics leaves a business or contact center at a disadvantage in terms of best practices So, why are some businesses still hesitant—why isn’t everyone using it Current Misperceptions The reason is that there are a lot of[...]

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Making Quality Assurance A Daily Habit

No business can survive without its customers In order to keep those customers around, excellent customer service will be required Thus, quality assurance is an important aspect of the work that an office manager does One means of assuring quality is to listen in on the phone call conversations[...]

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Reviewing Agent Performance For Bonus Season

Evaluating employees in  preparation for review time can be one of the most time-consuming, challenging responsibilities for managers How do managers reward the employees who consistently deserve recognition for their efforts How do they encourage everyone to do the best work that they possibly[...]

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Using Contact Center Monitoring to Build Stronger Customer Communications

Who needs an answering service Your business can greatly benefit from having a strong answering service provider as part of your business platform Contact center monitoring ensures that you and your team stay in touch with your customers anytime, anywhere Our inbound call center services along[...]

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Call Recording: Why It's A Smart Process

A business with a call center is one that has the potential to collect a lot of data Call recording allows for businesses to make the conscious choice to collect the information that callers are willingly turning over to them Some have tried to twist this into being a negative thing in some way,[...]

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