If you or your employees will be spending a lot of time communicating by phone, there are some essential pieces of equipment that you can use to boost productivity. As you might expect, the amount of money that you spend on each item will dictate the level of quality that you receive. That [...]

A trend I’ve seen all too frequently is to talk honestly and bluntly about customers after a call center agent gets off the phone.  This is the case in just about every customer service operation from car sales to fast food.  While you are probably right in what you say about those customers, you are [...]

Pick the Brain just posted a terrific article about dealing with call centers. It’s written by Peter. There are several great tips in this article, but here’s my favorite:
2. Even if You Are Angry, Stay Calm
If you have a problem with a company, it is very unlikely that the person you are speaking [...]