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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February 17, 2012 by Michele McGovern
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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6 ways to tell if your contact center is really customer-centric
January 27, 2012 by Michele McGovern
Every contact center is built to serve customers. But is every contact center customer-centric? This checklist can help you gauge whether yours is.
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Does it seem like no one cares? 3 ways to beat apathy
January 26, 2012 by Michele McGovern
Who cares? Hopefully, everyone on your contact center team cares. But if apathy starts to set in, here are three tips to beat it.
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Does your contact center need to offer customers a smartphone app?
January 25, 2012 by Michele McGovern
Is it time for your customer service to go mobile? New research sheds some light on the answer.
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4 service blunders customers hate most
January 6, 2012 by Michele McGovern
Make customers happier this year by avoiding the top four customer service blunders of past.
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Top 10 contact center stories of 2011
December 30, 2011 by Michele McGovern
Here’s a look at the stories that were most useful to our Customer Contact News readers in 2011.
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6 of the craziest customer complaints in 2011
December 23, 2011 by Michele McGovern
Customers can say the craziest things in frustration. Here are six of the oddest comments contact center pros have ever heard.
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4 ways mistakes can actually build loyalty
December 16, 2011 by Michele McGovern
Mistakes can be stumbling blocks – unless you turn them into building blocks for customer loyalty. Here’s how one customer service giant does it.
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