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Customer Support within a Shared Services Model »

"When a Shared Service center must interact with many customers (employees and/or vendors), the organization will benefit from utilizing a front office or customer support function to segregate the customer facing tasks from the back office transactional tasks."

by Michael V. Lauro and Ike Mitchell

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What Is a Virtual Call and How Can It Revolutionize Your Communications?

This article was updated on July 1, 2024.

“Trying to understand what virtual calls are? Maybe you’ve heard of them in passing and you’re interested in understanding how they work, or you want to learn more about the benefits of virtual calls. We have all the information you need in this handy guide."

Linked from VONAGE® website resources/articles

VONAGE® part of Ericsson

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Improving Contact Center Performance -– Where Do We Start and How Do We Get There? »

"Contact center performance metrics (service level, abandonment, first contact resolution, contact quality, etc) are key factors influencing customer satisfaction and the success of the organization or company. An Integrated Approach methodology should be utilized to address all aspects of the contact center operations, processes and technology to deliver the desired results."

by Michael V. Lauro

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Operationalizing Customer Intelligence in the Contact Center »

"Operationalizing customer intelligence is a key factor in migrating the customer contact center from a cost/service oriented operation to a profit/loyalty oriented operation. Customer service managers should be able to discuss customer defection saves, service to sales conversions, cross & up sell ratios, and what the center is doing to increase customer satisfaction and loyalty with senior management."

by Ike Mitchell