News & Insight

Category: Blog
The Digital Disconnect: Why Your ROI on Digital Customer Service is Disappointing Is your brand a winner or a loser in digital customer service? Find out what you might be doing wrong. Read More
Social Customer Service is the New Marketing: Are You Getting it Right? Marketing owns social media, right? Well, not anymore. Now that customers are flocking to social media for customer service, it’s become an extremely powerful customer care channel. Are you ready? Read More
The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers Human dialogue science is the future of contact centers. Genuine human dialogue has a more powerful influence over customer experience outcomes than all other factors combined. This powerful human element can make or break your customer brands. Effective human dialogue is not bound by global geography, culture or language. Read More
Q&A With Ted Nardin, STARTEK Ideal Dialogue Expert The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers. Read More
Move the Needle on Satisfaction Scores: 3 Things Every Call Center Needs to Do Now Reports and research are telling contact centers that their customers crave the human touch – especially in that last mile. But, you’ve invested a lot in technology; how are you going to see ROI on your investments if you need to increase the level of engagement with your frontline? Read More
Bad Actors: Ditch the script to Win the No-Win Conversation Your contact center’s engagement specialists are armed with scenarios and appropriate responses. They’ve practiced and role-played these empathetic scripts to a tee. Given all of this, you’ve been unable to move the needle on NPS and CSAT scores. You may have a contact center full of bad actors. Are you willing to ditch the script? Read More