Hawker Beechcraft Selects Callcap's Callsurance to Enhance Aftermarket Customer Service

Telvista to Handle Virgin America's Unique Customer Services Program

For those of us who fly around the U.S., Virgin America is likely a favorite. Not only do they have a modern fleet with all of the amenities-wide seats, personal video, power adapters, etc., and reasonable prices-but they also happen to provide great customer service. [ Read More ]
05/20/2013

Will Visa Reforms be Catastrophic for Offshore Outsourcing?

It is safe to say that the tech industry in the United States has more than a passing interest the immigration reform bill now working its way through the U.S. congress. While immigration reform has been a hot topic for several years, it has become a priority of both the Obama administration and Congress, driven in no small measure by the presidential election results. [ Read More ]
05/20/2013

Uncovering the Roadblocks to First-Call Resolution

When call centers began pursuing "first-call resolution" in the last decade, it wasn't just a buzzword. The idea of ensuring that all calls into a contact center are resolved on the very first call, eliminating the need for the customer to call back, has a whole host of benefits. [ Read More ]
05/20/2013

Bad Customer Service Costs UK Businesses Billions Each Year

While it's become something of a hobby in the U.S. to complain about the quality of customer service, it has become something of a national pastime in the U.K., where by all reports, customer service is in even more dismal shape than it is on this side of the Atlantic. [ Read More ]
05/20/2013