July 2016 - ICE Blog


Providing Superior Online Customer Support

by Jim Iyoob | published on 07-21-2016

These days, customers no longer shop exclusively through brick-and-mortar stores; online retailers have changed the game, permanently. Likewise, customers no longer expect product support to be delivered exclusively at a store counter or over the phone. Online customer services provide more flexible solutions for assisting clients remotely. As with more traditional methods, however, there are […]

5 Reasons why Customer Service is Incomplete without Live Chat

by Amit Kachhawa | published on 07-15-2016

Exceptional customer service differentiates you from the other providers in the market. That differentiation is crucial because today’s customer is sophisticated and has more options than ever before. With the click of a button, they are out of your online shop and into the next. The secret is to offer them support and assistance that […]

Implementing Quality Assurance Controls for Call Center Projects

by Nancy Wright | published on 07-08-2016

If your Call Center already maintains an effective Quality Assurance (QA) program you have a leg up on other companies who do not invest in this resource. The best programs act not only as independent auditors of agent behaviors, they also provide valuable insight into the ‘how to’ of program or center improvement, including valuable […]