Contact Center

“Customer What?” Looking Ahead with Ian Golding “Now, more than ever, should be a wonderful time to be a customer”, says Ian Golding, author of Customer What? a refreshing and practical guide to the service experience. We recently chatted with Ian asked about the year ahead. Q1: How do businesses establish and maintain a “customer service”-driven…

Mike Aoki – I’ve Been In Your Shoes Mike Aoki knows his way around a contact center. In the early 1990’s, he handled 50,000+ calls as a Bell Mobility customer service agent; later in the decade, he managed a 12-person contact center training team responsible for the professional development of 900 agents. In short, he…

Inspiring Market Influencer Sean B. Hawkins “Amazing service begins with engaged leaders,” writes Sean B. Hawkins, in a recent Call Center Weekly article. Hawkins should know. An International Customer Management Institute (ICMI) Advisory Board Member and past winner of that organization’s “Global Call Center of the Year,” Sean focuses on driving contact center culture and…

Customer Service In The Digital Age – By Roy Atkinson   Roy Atkinson makes any short list of leading service and support industry influencers. His specialty is exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. Roy took a few minutes to update us on his latest…

Michael Pace – Revolutionizing the Customers Experience Michael Pace, an Incoming Call Management Institute (ICMI) leader, is passionate about helping companies create customer service environments, journeys, and actions that help make their customers more successful. I recently caught up with Michael who shared his thoughts on today’s customer experience, digital transformation, and the customer’s experience…

[Price Guide] IP PBX   The Internet continues to change industries around the world, and telecom is no exception. Virtual connections to the cloud are rapidly replacing traditional phone line. VoIP (Voice over Internet Protocol) is now the primary communication technology used by companies around the world. A VoIP system takes media streams (such as…

8 Security Measures You Need For VoIP → Get Yours: Telecom Security Guide [Free Toolkit] AVOXI addresses various security measures to ensure our customers’ protection when using Voice over IP or VoIP. As VoIP technology changes rapidly, we thought it time to revisit security measures from the provider side and client side. This article reviews…