Insights

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...

Some callers seem impossible to please. But that’s never truly the case—call center agents probably just don’t know enough about the caller to adequately assess and solve their problems. This often stems from a failure to connect on a personal level. Of course, it’s incredibly difficult...

Learn Why Good Employees Leave Their Jobs In conversations with other business leaders, a common concern out there is the fact that unemployment rates are so low that it’s easy for people to find a job anywhere. And so the question becomes, I’ve got really great...