The November 2014 issue of CRM Magazine includes the article, “How to Create Meaningful Customer Experiences.” The author, Bruce Temkin, states that only about 7% of companies have achieved excellence in delivering great customer experiences. He goes on to say that many companies fail because they haven’t recognized the human…

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I recently read an article in Connections Magazine about benchmarking and why it’s important. Inbound customer service is a skill set that requires years of experience to hone. It also requires an entirely different skill set than outbound telemarketing, telesales, and inside sales. When you are looking for a telephone call answering service or inbound…

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