Recent Articles from Rob Duncan
Preparing for Mother Nature’s worst
Colorado is in the midst of the worst wildfire season in a decade, with multiple active fires devastating the most beautiful parts of the state. In Colorado Springs, hundreds of businesses were forced to shut down, causing devastating monetary losses. Surrounding states such as Arizona, New Mexico and Wyoming are also experiencing the damaging effects […]
The secret to cheaper – and better – customer service
Holiday sales account for 25 to 40 percent of a retailer’s annual sales according to estimates by the National Retail Foundation (NRF). However, this “most wonderful time of the year” always comes with challenges, and 2011 is no different. In its 2011 holiday forecast, the NRF reports that while sales in November and December will […]
“This is Peggy”
Unfortunately, when you think of outsourced customer service, one commercial springs to mind. It opens with a man somewhere in Eastern Europe munching on a sandwich in a room filled with circa-1970 phones ringing endlessly. He finally answers one, saying “This is Peggy.” We’ve all laughed at the commercial because we feel the pain. Offshore call […]