If you're seeking ways to heighten your brand's experience, the branded call center approach can be a great way to start. Emotional branding optimizes your company's user experience and helps build ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Treat customers like humans, not voices. Although it can be easy to dehumanize a caller, remember a real person (who is relying on you for help) is on the other line. Take it slow. A calming and ...

SACRAMENTO, Calif. — Many people have called California's Economic Development Department (EDD) hundreds of times, days on end. Maybe they were hung up on after waiting on hold for hours. These ...