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by Stephen Booze, on Nov 16, 2018 8:28:00 AM

We’ve all heard the customer service maxim that “complaints are a gift,” but that is a present that you want to receive as seldom as possible. It’s an unavoidable scenario …

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Topics:Customer ServiceCustomer ExperienceCustomer SupportMedical Device Manufacturer ComplaintsRisk MitigationCFR 820.198CFR 803MDMComplaintsFDACFR 820

by Solugenix, on Sep 28, 2018 11:01:15 AM

Greek myths have stood the test of time by teaching us a lot, so they have their place. But myths in customer service? Not so much. If you’re building your …

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Topics:Customer ServiceCustomer ExperienceCustomer SupportGreek Myths

by Shashi Jasthi, on Aug 10, 2018 7:04:00 AM

Organizations faced with running high-performing customer support centers often have one main objective…to find the best talent available to serve and retain their customers. In today’s transient workforce, it can …

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Topics:Call CentersCustomer ServiceCustomer SupportBrandCenter of ExcellenceCOE

by Solugenix, on May 18, 2018 2:31:00 PM

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 …

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Topics:Customer ServiceCustomer SupportBrand

by Solugenix, on Apr 6, 2018 1:28:00 PM

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 …

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Topics:Call CentersCustomer SatisfactionCustomer LoyaltyCustomer ServiceEmployee RetentionContact Center

by Solugenix, on Feb 2, 2018 10:02:00 AM

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 …

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Topics:OperationsStaffingCall CentersCustomer LoyaltyCustomer ServiceTurnoverEmployee RetentionCall Center Metrics