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Contact Center

“Become A Rockstar” James Dodkins

Speaking with former SpeedTheory heavy metal band guitarist turned renowned customer service trainer James Dodkins is not unlike attending a rock concert. Same energy. Same passion. A clear vision. The #1 best-selling author of, “Rockstar Revolution,” James took a few minutes off from his global tour to chat with us about his work. Q1:  What…

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“Customer What?” Looking Ahead with Ian Golding

“Now, more than ever, should be a wonderful time to be a customer”, says Ian Golding, author of Customer What? a refreshing and practical guide to the service experience. We recently chatted with Ian asked about the year ahead. Q1: How do businesses establish and maintain a “customer service”-driven work culture? There are a number of…

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Mike Aoki – “I’ve Been In Your Shoes.”

Mike Aoki knows his way around a contact center. In the early 1990’s, he handled 50,000+ calls as a Bell Mobility customer service agent; later in the decade, he managed a 12-person contact center training team responsible for the professional development of 900 agents. In short, he has truly, “been there, done that.” Which is…

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Employee Wellness in Your Contact Center

“With a decade of customer service experience under my belt…I’ve experienced first hand how not taking care of yourself while busy at work can lead to flat out burnout.” Writer, health coach, and customer experience influencer, Jenny Dempsey reflects on the importance of wellness in contact centers, and how it can impact not only your employees but…

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Inspiring Market Influencer Sean B. Hawkins

“Amazing service begins with engaged leaders,” writes Sean B. Hawkins, in a recent Call Center Weekly article. Hawkins should know. An International Customer Management Institute (ICMI) Advisory Board Member and past winner of that organization’s “Global Call Center of the Year,” Sean focuses on driving contact center culture and technology innovation. Sean shares his thoughts and…

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Roy Atkinson – Customer Service In The Digital Age

  Roy Atkinson makes any short list of leading service and support industry influencers. His specialty is exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. Roy took a few minutes to update us on his latest thoughts on how best to serve customers in today’s digital…

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Michael Pace on Revolutionizing the Customers Experience

Michael Pace, an Incoming Call Management Institute (ICMI) leader, is passionate about helping companies create customer service environments, journeys, and actions that help make their customers more successful. I recently caught up with Michael who shared his thoughts on today’s customer experience, digital transformation, and the customer’s experience revolution. Michael Pace’s Thoughts on Digital Transformation…

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Shep Hyken on Customer Service: 4 Trends Your Business Can’t Ignore

In the world of customer service, says bestselling customer service author and acclaimed speaker Shep Hyken, only one statistic matters: Does the customer come back. “Customer loyalty is not about a lifetime,” he notes. “It’s about the next time…Every time!”  I caught up with Shep recently to chat about customers, service, and the communications industry.…

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Marketing Strategies for Contact Centers

Request Demo Talk to a Specialist Contact Us The digital age has transformed the way businesses view their marketing strategies.  Although inbound marketing continues to grow in popularity, outbound campaigns remain an effective sales tactic used by many businesses around the world.  In this post, we share our top tips for running successful outbound calling campaigns to help drive revenue…

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Call Center SIP Trunking Guide – Upgrading to a SIP Call Center in 2018

What is Call Center SIP Trunking Call center SIP trunking refers to a method of delivering voice and data communications used by virtual contact centers. SIP call centers are rapidly replacing traditional PRI solutions by improving functionality and reducing costs for contact centers around the world.  Session Initiation Protocol, or SIP, is the communications solution…

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