Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They […]
In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – […]
Are your customers confused? Do you even know what that means? And do you know what the implications of customer […]
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]