What do customers expect (and need) from a customer service organization? This blog uncovers the top priorities for many organizations

Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.

Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.

Dealing with angry customers can be tough, but with these 10 tips, you can handle any situation like a customer service pro.