Improve Customer Focus with Whole Company Support

Toister Performance Solutions

Imagine contacting customer service and getting connected with the CEO. It keeps the customer at the center of everything they do. Chicago, IL: Midwest Contact Center Association (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft.

"Follow the Leader", Featuring Matt Beckwith

Contact Center Geek

Matt Beckwith is proud to be a Contact Center Geek. Since putting on the headset for the first time as a 411 operator, he has spent more than 20 years leading customer service and sales call centers in different industries.

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HGS Harvests Gold at CCW Awards Ceremony


In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Contact Center Awards. HGS Harvests Gold at CCW Awards Ceremony.

Workforce Management's Impact on Customer Service

Call Center Weekly

If the communication link between them and the Workforce team is not in place – the efforts will result in burying the call center in call traffic with no one to answer the phone.

Keys to Contact Center Consistency and Compliance

Call Center Weekly

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Call Center CCW contact center Metrics Quality

"Follow the Leader", Featuring Mike Aoki

Call Center Weekly

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? EVERY customer contact is a retention opportunity!" Remember: "Every customer contact is a retention opportunity!"

Your Team Meetings Suck (But They Don't Have To)

Call Center Weekly

By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! Matt Beckwith is proud to be a Contact Center Geek.

Unique Fully-managed Solution Emerges from Sitel-NICE inContact Collaboration

NICE inContact

The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 With $1.7

The Effortless Experience - A Must Read for Contact Center Managers

Contact Center Geek

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read.