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Increasing customer retention by 5% can boost profits by up to 85%. That’s according to an infographic created by Flowtown. It did the math. Its infographic also says it costs anywhere from 6 to 7 times more to acquire a new customer than retain an existing one. Harvard Business Review agrees with this number. Keep […]

Managers have been debating the issue for years and it doesn’t look like it will end anytime soon. The debate is over which approach is right for a company: Contracted or shared services. It’s a hard choice—one that depends on your unique situation. But it’s an issue that can dramatically impact your company’s survival. So […]

Would you call your organization a digital business? Like many managers, you’d probably say “no.” But many organizations are digital businesses and don’t realize it. That’s because digital technology now drives the success of many businesses. Yours is probably one of them—even if you’re not trying to be a digital business. Digital technology is a […]

Increasing productivity is every manager’s job. But doing so is a challenge in inbound call centers. After all, call centers agents are under tremendous pressure. They’re expected to handle huge volumes of contacts professionally, expertly, and courteously—and still achieve high productivity. It’s a lot to ask. So it comes as no surprise that some agents […]