Call Center Articles

Customers are generally frustrated about something when they phone in for assistance, and may be on the verge of losing their temper when they finally reach a customer support member. While it’ …

Businesses need to be equipped to deal with economic downturns and unexpected problems in order to survive in today's competitive marketplace. Firstsource Solutions has done this over and over again …

A help desk system is software that has been designed to take in requests from users/customers of the company’s products and services.  Internally it can be used to log customer support …

Churn rate is the annual percentage rate at which customers stop subscribing to a service you provide. If yours is on the rise, don't appease yourself by thinking it's because that new competitor …

Cold calling is one of the earliest stages in the process of selling to a customer. It normally consists of making the first telephone call to the customer or, more unusually in today's age, the …

Measuring customer service can be tricky because not all customers will voice their opinion and the ones that do seldom say what they mean.  Salesforce has published a revised list of …

Businesses are made up of various functions from production to marketing.  One of the most critical pieces is the way businesses handle their prospective and current customers.   Most …