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What Zappos, Apple & McDonald’s Can Teach You about Running Customer Support Centers

In business you can learn from both the good and bad examples of others. Sometimes a company’s success offers insight into an effective strategy that can be implemented in your call center. In other cases, a company’s flops can serve as glaring examples of what not to do. Being aware of the strategies and outcomes of other companies can be instrumental in improving the quality of your call...

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Four steps to avoiding authentication pitfalls

“You idiot, I just entered all of that information.” I have worked in customer contact centers my entire career, so as a customer, I tend to be a little more understanding than the customer quoted above when I need to call a company for support. Nonetheless, I am also critical.   Most companies today authenticate callers using some method of automated data collection before handing the call...

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Six Ways Call Centers May Change in 2014

Customers’ needs are constantly changing, and call centers are no longer simply “service centers.” Call center agents need to be prepared for multi-layered interactions with customers, potential customers, the media and everyone in between. While we can’t predict the future per se, we can predict where call centers are heading in 2014 and best methods to adapt to changing technologies and...

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Don’t Let Big Data Bog Down Your Contact Center

Big Data: Helpful or Overwhelming? U.S. call centers receive 45.4 billion calls per year. The average call costs $5.90, according to Zendesk, a customer service software company. Call centers collect all sorts of data on the customers who call, recording customers’ experiences from agent helpfulness to the online or in-store experience. Call center data systems often record call time, average...

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