As a business owner, you are probably familiar with a VPN or virtual private network. They are commonly used to help secure corporate networks and prevent sensitive correspondence from falling into the wrong hands. VPNs work by routing web traffic through an encrypted “Tunnel” that prevents third parties from accessing your information or location. For…
December 15, 2017 Avaya has officially completed its debt restructuring process and started a new chapter. On behalf of the entire Avaya team, I want to thank you, for your support and trust throughout this process. Your commitment is at the foundation of our current and future success. The new Avaya emerges with a stronger…
For large and small businesses alike, the type of communication systems you use will define and influence the type of customer and employee experience your company offers. More and more businesses are moving away from old-school communications methods and tools toward cloud communications. Cloud-based communications refer to communications services and data that are solely accessed…
So you think you’ve got it down when it comes to good customer experience. But are you offering a top-of-the-line, memorable, unbelievable customer experience? Are your customers praising the quality service they receive from your team? Do you have return customers on contract for years, or are most of them new? Do you have complaints?…
There is a tidal shift in the contact center management industry. Many big and small companies are moving towards outsourcing their contact centers. While many of these outsourcing organizations have very successful offshore contact center facilities, there is a growing market for managed services onshore. Reducing linguistic and cultural barriers can be a major mitigating…
So last week we discussed the importance of creating a company culture of extreme customer service (and exactly how to go about doing this). This week, we are going to take that topic one step further and discuss how you can create a thriving company culture that permeates every single area of your business, not…
If you want to have a highly effective call center, then you must remember that everything, and I do mean everything boils down to customer service. You are not in the business of sales or marketing, you are in the business of customer service. Period. And with that in mind, it’s important that you learn…
What habits differentiate the good call center managers from the great ones? How can you guarantee the success of your agents and the continual growth of your bottom line? What are the habits and tactics that all great managers share that you can emulate starting today? That’s exactly what we are going to discuss in…
Last week we started talking about the different characteristics that are usually common amongst the best customer call center agents out there. They have a good memory, pay attention to detail, are organized while staying flexible depending on how situations play out and most of all are friendly. Here’s five more to keep you busy.…
When iPhone brought out Siri, everyone was stunned by how personal she is and there’s no doubting the technology of Siri has continued to improve. Siri helps you do basic tasks, but let’s be honest, the best call center agents are going to have a job for a long time to come. Here are the…