Author: Rob Goeller

Improving customer experience and satisfaction is the goal of every BPO and customer service center. But what does it really mean to improve customer satisfaction? We think it simply requires a willingness to listen and treat every caller like the individuals they are. But that may...

Every company longs for a better customer service experience, so they try to improve how their call center agents communicate with their callers. But are those changes beneficial? Are they based on proven strategies?  The answer should be “yes,” but that is often not the case—many...