• Insight
     -  Richard F.
    November 22, 2014

    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’ …

  • Case Study
     -  Susmita B.
    October 28, 2014

    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 …

  • Insight
     -  Daniel G.
    November 25, 2013

    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 …

  • Insight
     -  Richard F.
    December 06, 2015

    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 …

  • Insight
     -  Ramu I.
    October 11, 2014

    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 …

  • External Analysis
     -  Richard F.
    March 25, 2015

    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 …

  • Insight
     -  Subarna S.
    November 20, 2013

    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 …