How do you measure First Call Resolution?

Understanding the right KPIs within a call center is critical to success. One of the most…

Consumer Trust (Part 2)

Read the first part here Customers’ Preference for Innovation  In this world of ever-increasing change, companies…

Consumer Trust is at an All Time Low

In recent years, customer dynamics has become a very sensitive topic to brands and service providers…

Nine Commandments

Customer service is an integral part of our job and should not be seen as an…

The Voice of the Customer

There are many ways of learning what is essential in your business.  However probably the most…

Managing Technical Teams

Managing technical staff is becoming more of a challenge daily. Even more so, when your staff…

Why Do Customers Matter?

Perhaps this is stating the obvious, but we want a large base of loyal customers as…

The Fallacy of Price

A common misconception is that if you lower the price you will get more customers.  This…

Happy Customers vs. Satisfied Customers

Choosing your customer – if you had a choice, would you pick a satisfied customer or…

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