We’ve devoted numerous blogs to the concept of hold time. And, in case, you’re wondering why, please know that hold time is no minor facet of your customer service practices. A 2015 Consumer Reports study found that 66 percent of the 1,016 adults surveyed found long waits on hold to...

No matter how advanced modern technology has become, there’s still no beating the good old telephone when it comes to communicating with others. Second only to face-to-face conversations, telephone conversations allow individuals to make genuine connections through real-time interactions. Text messages, for example, create stagnated conversations. When a text is...

For small business owners all over North America, it is vitally important for them and their employees to master the telephone conversation. With the absence of facial expressions, hand gestures and other forms of body language, a company representative must adhere to particular customer service practices that will help the...