Customer Contact Blog

Ensuring Partnership Success with Business Process Outsourcing

By April Sealy, Vice President, Operations, Elevate Using Business Process Outsourcing (BPO) to staff customer service has evolved significantly during my career. From a focus in the 1990s on cost-saving measures, by moving simple transactional processes to BPO, it...

Who Cares About the Company Store?

By Cippy Seidler, Director, Consumer Care Center, Banner Health About 2 years ago, I took on a stretch assignment at work to overhaul our on-line company store. It needed a fresh look and a little love and attention. We created a system-wide multi-discipline team to...

Are You Ready for Gen Z?

By Michael Cooper, Founder, Innovators + Influencers I’ve had so many calls from frantic HR managers and executives about millennials, that it’s become routine. “Over-entitled, lazy, tech-obsessed, lacking dedication, impatient” these are some of the typical...

Customer Attention – What Do You Do With It?

The CEO of Netflix recently said that they compete with Facebook, YouTube and sleep. While Netflix competes with my sleep at 1AM, you know for a fact that every business out there is competing for your attention. So, what do you do with your customer’s attention? Well...

Top 5 Customer Service Expectations in 2017

Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations. The main challenge in customer...

Can you reduce AHT without damaging customer satisfaction?

It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are...