I’ve worn contact lenses for 20 years. Here are the best places to buy contacts online in 2026, offering convenience, fair ...

When workloads are heavy, every agent makes a big difference. Learn about the power of one. Contact center operations are dynamic. Workloads randomly arrive in any center that handles ...

In my last column, we examined the results of a survey which studied the reasons a customer stays or leaves a company. The survey was published by AchieveGlobal. In addition to surveying customers for ...

The best way to retain customers is through proactive relationship management and outstanding customer service. A key element in that strategy is an integrated approach to customer contact—implemented ...

More and more organizations are fueling themselves with valuable customer intelligence that has been gathered from customer interactions that have taken place through the contact center. But the key ...

In this day and age, companies are expected to be able to address problems before the customer even becomes aware of the issue. That requires them to have some predictive capabilities, which is ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...