The Small Businesses Imperative for Proactive Customer Service
by Mark Ungerman Revenue and cashflow are the lifeblood of a small business. It is no surprise that one of the highest priorities for a...
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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
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Barb Ferrigno
Nov 5, 20233 min read
10 Essential Customer Service Metrics to Track Now
by Abby Monaco Managing agents is a lot like being a circus performer - whether it’s spinning plates or juggling while riding a unicycle...
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Barb Ferrigno
Nov 4, 20234 min read
Why Digital Customer Service is the New Marketing
by Vit Horky If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. To understand why...
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Barb Ferrigno
Nov 4, 20234 min read
Surveys and Interaction Analytics: The Perfect Voice of the Customer Pair
by Abby Monaco One of the most important and fundamental pieces of a voice of the customer program is implementing a solution for your...
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Barb Ferrigno
Nov 4, 20233 min read
Proactive Customer Service: From Experience to Empathy
by Ginny Perkins Determining how to implement or improve proactive customer service at your organization is a big swing. Inspiring the...
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Barb Ferrigno
Nov 4, 20233 min read
Driving Customer Satisfaction Through Great Scripting
by Brian Mistretta Nothing will drive customer satisfaction down faster than an uninformed agent, or an agent that is passing along bad...
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Barb Ferrigno
Nov 4, 20233 min read
Driving Customer Satisfaction Through Great Scripting
by Brian Mistretta Nothing will drive customer satisfaction down faster than an uninformed agent, or an agent that is passing along bad...
1 view0 comments
Barb Ferrigno
Nov 2, 202311 min read
Effective Customer Service Can be the Key to Small Business Growth
by Mark Ungerman If you're a small business that's successfully weathering the COVID-19 storm - congratulations! Now, what's your growth...
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Barb Ferrigno
Nov 2, 20236 min read
Making Cents of Customer Lifetime Value
by Mark Ungerman If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift...
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Barb Ferrigno
Nov 1, 20236 min read
Digital Customer Experience: Big Results on a Small Business Budget
by Mark Ungerman Merriam Webster defines tool as something used in performing an operation or necessary in the practice of a vocation or...
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Barb Ferrigno
Nov 1, 20238 min read
Customer Service: Both Simple and Complex, but Definitely Worth Celebrating
by Alyse Chiariello The impact of events that are affecting the world today have changed the very ways in which companies and their...
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Barb Ferrigno
Nov 1, 20237 min read
Managing the Customer Experience with a Work From Anywhere Workforce
by Darren Rushworth In the COVID-19 era, contact centres are looking for extreme business agility to compete effectively. Being able to...
3 views0 comments
Barb Ferrigno
Nov 1, 20236 min read
Why Voice of the Customer Matters — and How to Get Leadership Support
by Abby Monaco In today’s world, contact centers must keep their focus on the voice of the customer to succeed. It’s important to ensure...
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Barb Ferrigno
Nov 1, 20236 min read
Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)
by Ashlee Hinds Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and...
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Barb Ferrigno
Nov 1, 20237 min read
Delivering the Service Customers Expect When the Unexpected Happens
by Lisa Hotchkiss The pandemic taught us the blunt lesson that we can't predict every crisis that will negatively impact ourselves, our...
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Barb Ferrigno
Oct 31, 20234 min read
How to Improve the Customer Journey
by Richard Correia When a customer reaches out to an organization, they care about one thing – getting the right information, answer, or...
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Barb Ferrigno
Oct 29, 20233 min read
Researchers: Most Companies Don’t Know What Customers Think
by Abby Monaco “Most firms are not very good at listening to customers. It’s not for lack of trying, though -- the tools they’re using...
6 views0 comments
Barb Ferrigno
Oct 27, 202311 min read
Customer lifetime value
by Laura Bassett Customer Lifetime Value: How important is it? Do you know how much it costs to find a new customer when compared with...
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Barb Ferrigno
Oct 27, 202311 min read
What is Customer Experience? Key Components and Why It Matters
Customer experience is a competitive differentiator that creates lifetime customers and a better bottom line. But it's also an elusive...
19 views0 comments
Barb Ferrigno
Oct 27, 20234 min read
How to Increase Customer Loyalty
by Lauren Maschio Customer loyalty for Apple is at an all-time high—92%, and that’s no accident. The company is known for its investment...
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