Is your customer stretching the truth? 5 ways to spot a lie
April 27, 2012 by Michele McGovern
A Pinocchio nose won’t give away liars on the phone or online these days. But these signs will help you spot one.
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April 27, 2012 by Michele McGovern
How customers show the love for your company
April 19, 2012 by Michele McGovern
Customers who have great experiences with your contact center will show the love. But how?
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6 keys to surviving in a contact center
April 13, 2012 by Michele McGovern
Life in a contact center can be hectic, fun and unpredictable. That isn’t the only truth the professionals who work in them should know.
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4 ways to get the truth out of customers
March 9, 2012 by Michele McGovern
The next time you suspect a customer is giving you a “BS” story, use this guide to handle the situation and (hopefully) uncover the truth.
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7 worst phone blunders that disappoint customers
March 2, 2012 by Michele McGovern
Customers call as much as ever – and some things frustrate them enough to leave. Here’s what to avoid.
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Do your customers have 1,461 days to change their minds?
February 29, 2012 by Michele McGovern
Customers are a fickle bunch. But do you give them almost 1,500 days to change their minds? Here’s one company that does.
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7 things that kill customer satisfaction
February 24, 2012 by Michele McGovern
Most customers still call the contact center. This is what drives customers crazy about making those calls.
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4 discounts that actually turn off customers
February 17, 2012 by Michele McGovern
Discounts may sound like a good thing to offer customers, but some may actually undermine relationships. Here’s why.
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New growth opportunities for contact center professionals
February 13, 2012 by Michele McGovern
Contact center professionals tend to come from a variety of backgrounds. New areas of study and degrees can help them specialize.
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6 customer service sins: Are you guilty?
February 10, 2012 by Michele McGovern
Customers’ complaints may vary by industry, but when it comes down to it, almost every gripe is centered around a few big issues.
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