Natalie Petouhof

SEPTEMBER 1, 2016

If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI. Social media metrics. Think about it.

ROI 45

ROI Social Media Airlines Customer Service 45

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 45

Contact Center Management Call Center Download 45

Michel Falcon Experience

MARCH 12, 2019

But I joined the company, and I started off in the call center answering 100 calls a day. I didn’t grow up wanting to be a call center agent; no disrespect to the industry, but it’s just nothing I aspired to do. Because we were like “Hey, we can acquire more customers by using this internet thing.”

Culture 12

Culture 2019 Engagement Net Promoter Score 12