It’s All About the Agent


I’m at Call Center Week in Las Vegas this week and it got me reminiscing about my experiences last year.  No, not the local shows I saw or the side trips to different…

Do You Have What It Takes to Make Customer Satisfaction Everybody’s Job?

Customer satisfaction is everybody's job

For years, managers tried to get their employees to take service seriously with the old saying, “Customer Service is Everybody’s Job.” It was a good aim, and it worked pretty well for small companies….

Stemming Plagues Might Test Communications Providers’ Speed and Compliance

HIPAA applies to contact centers

If HIPAA were a teenager, the eighteen-year-old would be allowed to vote and sign contracts. That’s why it’s tough to understand why so many businesses and government agencies are still failing to implement…