I read an article in outsourcemagazine.co.uk entitled, “The ‘Now’ Generation and the Customer Communications Gap.” The author talks about how today’s consumers expect everything now and this expectation has been exacerbated by mobility. Although today’s consumers like to text and tweet, the author goes on to say it would be a mistake for business owners…

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      I read an article by Paul Cooper entitled The Complacency Gap, published by CallCentreHelper.com. In the article, Cooper talks about the misconceptions companies have about the level of service they give to their customers. Companies tend to think they’re delivering excellent customer service — but their customers beg to differ. The article…

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