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Archive for November 2014

Answering Services that Deliver Meaningful Customer Experiences

          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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How Do You Measure Quality in a Telephone Answering Service?

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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