This article “Will More Skills Training for Call Center Agents Improve Customer Service?” by Mary Clarke raises a good question. With phone being the preferred channel of service*, customer support over the phone is critical to delivering exceptional customer service. At On Call Centre we hold 44 years of experience providing…

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          I ran across an article written in 2010 with a message that remains current today: human contact with customers is key to delivering exceptional customer experiences. The author writes, “Over the previous decade, companies have squeezed costs out of their contact centers through automation, offshore labor, and self-service alternatives. But…

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