Too much customer service?

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I wonder if this is a case of too much good customer service or taking things so far that the customer will give up and do something else.  Let me explain. I have an HP notebook PC and the letters printed on the keyboard are coming off. The notebook is less than a year old… Read more »

Tablet PC’s in the Call Center

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The sales of tablet PC’s has exploded in the last year. Call centers are starting to use them and many call center managers are wondering how to use them. At the same time IT departments are working to keep them under the corporate security umbrella. Most important is to know that many vendors are working… Read more »

Call Center New Year Resolutions

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With the new year comes new year’s resolutions. Every year some of us resolve to stop smoking, lose weight or be a better person. Sorry I cannot help you with the first two. If you manage a call center one way you can be a better person is to review and change your metrics, thresholds… Read more »