Support Center Excellence Blog

When companies allow customer service to deteriorate, it will negatively affect brand identity in numerous ways. The effect of customer and business opportunity losses from poor customer service are only …

Sustainable growth cannot be achieved from a foundation built on eroding customer satisfaction. Today, we know that the call center is the key element to a company culture that focuses …

It’s no secret that contact center turnover rates can be staggering. The most recent International Customer Management Institute survey pegs the average call center turnover rate at 33%, that figure …

Many in our industry have run into significant challenges working with offshore IT service providers, but a lowering of quality standards is not inevitable. By knowing what to look for …

As discussed in a previous post, effective customer service can boost your company’s value, provided that – and this is an important qualification – your customers’ loyalty comes as a …