Crack The Customer Code

While you may think of call centers as a customer service vehicle of the past, new and improved ‘contact’ centers are alive and well. As technology trends direct customers and businesses to mobile, email, and chat platforms, how are these contact centers evolving to best suit both client and customer needs? Can You Hear Me Now? Call or contact centers are an essential customer service arena, but they tend to have a bad rap. The offshoring of call centers has had a negative impact on many centers’ reputations; but with updated technology and more robust, multidimensional offerings of communication, contact centers are weaving cultural understanding into customer experience. Jeremy’s company, FCR, operates entirely from onshore customer service locations based in Oregon. By approaching the work from a standpoint of culture, Jeremy has created a capable team that is fully equipped to tackle tough customer issues, and to fight for the customers that they work with. FCR prides themselves on their ability to matc