Customer service is increasingly about customer experience. What’s one practical, inexpensive way to adapt your “service” today (e.g., better return policies, new marketing campaigns, more high-touch approaches, etc.)? The... Read More
By Brian Cantor, Customer Management IQ This might be a world of “strategic calls” and revenue-driven customer service, and it is true that metrics like average handle time are losing... Read More
Burnsville, MN, May 2, 2012 — The Connection announced today that Technology Marketing Corporation (TMC®), a global integrated media company, has ranked The Connection as the 9th largest inbound... Read More
By Ron Burley, Inc.com The Internet gives angry customers a megaphone; even one angry one can do a lot of damage. Here’s how to defend your company and defuse a... Read More
We are getting ready to pack up for this years American Teleservices Association (ATA) Convention in Hollywood, Florida, next week, April 30th – May1st. We will be among the best and... Read More
One of the questions I’m asked frequently by people in various organization is: What is customer service? We seem to know some of the actions many customer service people perform, but have a... Read More
Mergers are always a big deal (pun completely intended). Stress from the complete upheaval of the standard practices of both companies in order to adapt to a new business... Read More
Utility call centers are becoming more of a necessity as energy distribution has become privatized. With so many companies offering varied rates for distribution and services, customers have even... Read More
The Connection is headed to Fort Worth this week for the AGA/EEI customer service conference and exposition, the premier customer service conference for the utility industry. Utility professionals from... Read More
From the Huffington Post: WASHINGTON — Following the lead of lawmakers on Capitol Hill, several states have proposed legislation that would punish American companies that relocate their customer call... Read More
