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Your Team & Your Clients: Bridging The Gap

Your agents are smart, kind and skilled, but they may find themselves struggling with a particular organization or industry. Is this a problem? No. It’s an opportunity! The first step in helping an employee who is struggling (or dreading) a particular account is...

Where’s the Parsley?

By: Dana Lloyd 5.3.13 What makes up great customer service? What leaves us feeling great about a product/service… so great that we want to share it with everyone? We have given this question a lot of thought and have determined that it’s not necessarily...

Ensure Accurate Message Taking

We work on politeness, we strive for efficiency, and we celebrate culture. But if the messages we take are not accurate, then sadly, none of that matters. Everyone in the organization, from the Customer Service Receptionists (CSRs) to the trainers, supervisors,...