Month: April 2011

I recently wrote an article entitled, “Technology and the Human Touch,” which was published in the Call Center Times. This topic is especially important to call centers, because telephone support representatives have only a short window of time to make an impression on their customer–without the important elements of good customer service skills including eye … Read more

Most CEOs and other executives don’t fully understand customer service and its huge impact on sales and profits for their organizations. They don’t understand what they should (and shouldn’t) do in order to provide the best possible service to their customers. In fact, many of them have false beliefs when it comes to customer service. … Read more