Are You Anti-Customer?

Fighting the daily currents of customer wants and needs can be demanding and stressful. Stress, as we all know, adversely affects our mental and physical well-being....

Call Center Focus Articles

Articles and advice on helping your call center or answering service succeed.

Customer Service and Call Center Outsourcing, What's The Buzz?

The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore outsourcing (to low wage countries) is growing with a whopping 40% this year! However, the subject of outsourcing is not without controversy. So what's it all about?

Improving Quality through Coaching

BMW, The Ritz-Carlton, Kodak, Dell, Microsoft, Volvo, Smuckers, Kleenex, Crayola. Do these places all have customer service Call Centers? Are they relevant to our audience? Does that matter? I think you only need to name five....

Partnering for Performance

“The difference between a boss and a leader: a boss says, ‘Go!’ – a leader says, ‘Let’s go!’”...