We often waste a lot of energy trying to remember what was said. Going through notes, asking peers and blurred memories are the usual suspects. It happened to me on a late call last Friday, our fourth meeting of the day, and the most important decisions were scattered ...
Support teams face tighter budgets, higher expectations, and customers who want fast, human help on every channel. Piling on ...
Every day, businesses lose customers. Not because they failed to respond, but because they failed to stay connected. A ...
On a chilly Thursday night last spring, I got a message from a client just past midnight. He was placing an order online and ...
Not long ago, we worked with a nonprofit that doubled its staff in just six months, but its phone system couldn’t keep up. ...
A few years back, I helped a small business owner drowning in customer complaints and missed support calls. Their tools were ...
A few years back, I worked with a retailer whose support team was overwhelmed. Calls were dropped. Agents were juggling five ...
We've personally witnessed the growing need for reliable, scalable virtual call center software that facilitates smooth ...
I once visited a startup where the receptionist greeted me, not in person, but from a tablet screen. She confirmed my ...
The customer didn’t complain. They never yelled, never asked to “speak with a manager.” They just disappeared. No goodbye. ...
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