Strategic Leadership Blog / Support Centers

As discussed in a previous post, effective customer service can boost your company’s value, provided that – and this is an important qualification – your customers’ loyalty comes as a …

Improving the efficiency, cost, and satisfaction structure for agents and customers has always been a difficult balancing act in support center evolution. Innovative trends like automation, AI/machine learning (ML), omnichannel …

In the U.S., 5 million employees (3.4% of the workforce) work from home at least half the week according to Global Workplace Analytics. At least, that was before COVID-19 hit …

When considering a business services company for, say, customer service support, there are metrics galore to study before making your decision. With so much data available to guide the decision …