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Job recruiters for call centers can’t afford to hire the wrong people. As frontline brand representatives, agents take on a big responsibility. Put blatantly, there’s no room for incompetence in customer service. Read More

Facebook is far from being a uni-purpose customer engagement tool. Although business owners usually create a Page to promote their brand, there are plenty other sub-platforms that can reinvent the way you reach out to customers. Read More

In today’s business landscape, making every conversation count is the key to success, and leaving social media out of the picture is not an option. Read More

Your business is nothing without your customers, so why don’t you give them a chance to speak up?

We can all agree that the way forward is clear: brands have to build a conversation-driven platform to boost customer engagement. Read More

Emojis have become a common part of today's modern culture, especilly in casual conversations. So does it have a place in customer service? Read More

Surviving tough business competitions isn’t always about having the best products. Sometimes, it’s about creating a branded customer service strategy. Read More

To guide you, we listed three types of consumer insights that a contact center must share with other departments, and why they must be shared. Read More

For 76% of consumers, customer service is the most important indicator of how much a company values them. They treat the following features as the standards of a hassle-free customer support. Read More

As a manager, we’re sure you’ve encountered this employee before: the one who never seems to get any work done. Either you’ll find them wandering about and chatting with their teammates or just sitting in front of their computers, physically present but are really busy daydreaming.
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Customer centricity is an elusive goal for many contact centers, mainly because there are several smaller goals that must be targeted in order to achieve it. Read More