Blog: Customer Care

The goal of most companies is to grow and build a strong foundation of products, loyal customers, and profitable bottom lines. As growth increases, so do the costs and responsibilities of managing...

If your company is a retailer, a bank, or operates in any number of vertical industries, chances are that your expertise isn’t focused on operating contact centers or delivering advanced...

A successful customer experience means different things across departments, which is why organizations need a standardized set of metrics to ensure they're meeting their goals. Customer...

Communication, empowered associates, and more are essential to delivering comprehensive services.Closing the loop. Bridging the gap. Businesses love using terms like these to describe efforts to...

The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...

Quality assurance (QA) is often the cornerstone of a contact center’s management efforts. QA practices help enhance the quality of a service team by ensuring associates are following company...

Thanks to the rise of virtual wallet technologies and person-to-person payment (P2P) systems, 2015 was a transformative time for banking institutions. As consumers’ pleas for improved mobile...

Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...

There is an evolution happening within the contact center. Companies are moving away from simply handling volume efficiently and are beginning to answer the most important question: “Why are...

We live in an age where ‘trust’ can be strengthened or eliminated very quickly.  As an example, Chipotle restaurants enjoyed a very loyal employee and customer base. Then...