BlogMore and more customer service inquiries are posed to brands through social media. Why, then, do 96% of brands focus solely on advertising and public relations with their social media strategy? … [Read more...]
Taking care of a geeky brand
April 23, 2012 By Leave a Comment
How “takes one to know one” works for a unique brand and its customers ThinkGeek customers are techies who often ask questions that test a call center agent’s product knowledge. That’s … [Read more...]
Shared vs. Dedicated: Which Is Right for You?
April 9, 2012 By Leave a Comment
Should you use dedicated agents, shared agents, or a combination of both at your outsourced call center? The answer depends on such factors as what your call volume is, what your budget is, and what … [Read more...]
Spending on customer service staffing boosts online sales
March 19, 2012 By Leave a Comment
A recent article in the New Yorker makes a convincing case that retailers sell more when they have more staff on the floor to help customers. The article notes that “The big challenge for any … [Read more...]
