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Business Process Outsourcing (BPO), when done correctly, can help you cut costs all while increasing customer service and giving your company the flexibility it needs to grow. BPO services hand over non-core competency functions (such as lead generation, after-hours call centers, customer care/service, billing and payment support, etc.) to a third party. This allows you

May 17, 2017
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When you first start a business, it’s necessary to take on a do-it-yourself mentality. Entrepreneurs in the early stages of business development often handle everything from customer service to inventory to licking stamps. As your business grows, it becomes more and more difficult to juggle tasks on your own. Eventually, you have to start passing

April 25, 2017
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It’s a truth we need to start accepting in business: by telling ourselves “the customer is always right,” we are fooling ourselves into thinking that abusive customers must be tolerated. In fact, the customer is not always right. What’s more, we’re shortchanging our employees by forcing them to endure their behavior and concede to their

April 13, 2017
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As your business grows, it may be difficult to build your internal infrastructure quickly enough to meet its needs. Looking for help outside your company, like call center outsourcing, can ease the burden on your company while offering quality service for your customers. Don’t let feelings of urgency prevent you from making the best decisions for

April 11, 2017
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From a consumer standpoint, cross-selling and upselling often seem like sleazy tactics to pad sales with unnecessary items to increase the value of the sale. But experienced customer service representatives and sales agents in experienced inbound call centers know that upselling and cross-selling are more than just methods of making a more profitable sale. Anticipating

March 19, 2017
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If you’ve had any experience in the customer service industry, you know first hand just how ruthless customers can sometimes be. While there are certainly plenty of individuals who are respectful, courteous, and kind, it only takes one rude customer to overshadow the others and stretch your patience thin. What’s worse than dealing with someone

February 24, 2017
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What is Caller Abuse? Before you can solve the problem of caller abuse, it’s important to understand what it is. Your reps likely deal with at least one angry caller a day—they’re frustrated, they’re fed up, and they want their problem dealt with. That angry caller crosses the line into abuse when they start berating

February 15, 2017
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Proper customer service skills benefit every businesses and business owners that wish to succeed are those who should put an ongoing effort into employing and training customer service representatives who can genuinely serve their customer base. Though a lot of focus is put on training customer services representatives on what to say to a customer

February 10, 2017
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