Service seems to be a catch-all word for whatever seems to be lacking in our agencies. Most of us have identified service areas as most important...

SUPER SERVICE: A PROCESS, NOT A PROJECT by George Nordhaus We often see 'service' as a magic word-the 'open sesame' that will somehow ensure customer retention and build bottom-line profits....

TELEPHONE TECHNIQUES by Mary Beth Bolen A business telephone is like a window: The telephone allows a person to 'see' into your company without ever walking through its doors. Moreover, you ha...

THE lsquo;BLENDED CUSTOMER CONTACT CENTER by Patricia Czech Patricia Czech examines how contact centers can respond to fluctuating traffic across multiple communication cha...