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Technology has many uses, but to the contact center industry, which at its core is based on customer service, how can technology improve service levels? We asked industry professionals for their top tips regarding the use of technology in relation to improving customer service.

We wanted to know from contact center professionals their top tips in regards to getting staff members motivated to provide the best possible customer service. Each tip provides wisdom that can help you find the way to excelling in your service levels.

We wanted to know from contact center professionals whether, in their opinion, customer service had improved or gotten worse over the last five years. Although the answers are varied, they all suggest we take a second look at our own customer service levels.

What almost seemed like a fad in the mid 90s is now a way of life… or is it? If you read some of the recent pundit analysis on CRM usage, you will find that most companies have not completely adopted CRM — and those that have, not all of them have done it successfully.

We asked contact center professionals from around the world how contact centers should measure the level of service they give to customers – after all, isn’t customer satisfaction the true goal of any customer service center?