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The process of monitoring thousands of calls across all types of businesses to ensure quality leads for our customers has given us great insight into some of the most common mistakes small businesses make doing a seemingly basic task—answering the phone. Kerry Baldwin shares some tips for you and y Read More

Though you may want to reduce your company’s shipping costs, you don’t want to diminish your customer’s experience in the process. Here's how can you slash your shipping costs while maintaining customer expectations. Read More

2012 is a new year with new opportunities to grow your business. Practicing “The Golden Rule” and keeping your focus on your clients can pave a solid foundation to a successful New Year! Read More

If you want a long term business relationship, you have to go through several steps before that relationship becomes a reality. Here is how. Read More

Be sure to mean what you say and deliver what you promise when communicating with your clients and prospects. Gain customer loyalty by delivering. Read More

Having a successful contact center means deploying a number of different solutions in order to be able to communicate with customers on any available platform. However, according to a recent Convergys Corporation study, consumers cited the ability to discuss their problems with contact center agent Read More

So you brought in a lot of new customers in 2011, but how do you keep them coming back in 2012? Terry Starbucker St. Marie offers some simple, effective advice on improving your business processes by listening to what your customers have to say and keeping in touch. Read More

As more consumers and businesses adopt social media and other communication channels, the contact center industry is expected to undergo a major overhaul. Read More

I think that giant steps must be taken between “customer service,” “customer satisfaction,” and “customer retention.” Customer service, the starting point, centers on a single event or sale. Customer satisfaction, which comes next, usually builds through a number of interactions with your customer. Read More