Why are you measuring service levels that way? Last month, we looked at different approaches for evaluating consumer satisfaction. One way that consumer satisfaction finds its way into operations is the service level. When we say ‘service level’ in this context, we are referring to what is rooted in the classic call center measure: [...]

4 Ways to Measure Consumer or Patient Satisfaction At Stafford, we work with hundreds of brands. So, we get to see a variety of different approaches to answering the question “Am I making my consumers happy?” We are often asked our opinion on different approaches, so we wanted to share a quick view of [...]

Preparing for A Product Recall Consumer products companies are fully aware of the possibility that one of their products could be the target of a product recall or some other unforeseen regulatory crisis circumstance. Even with this awareness, many consumer products companies do not have a proactive crisis management strategy in place. Rather, when [...]

Call Center Hiring: How to Hire the Right Call Center Employees One of the toughest challenges that call centers face is finding and retaining good employees. High agent turnover means more resources that must be spent on hiring and training, eating away at company profits. Hiring the right call center employees from the start [...]

How Call Center Artificial Intelligence is Transforming the Industry Artificial intelligence (AI) is having a major impact in many industries, including call centers. While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide. Rather than displacing [...]