Click to Visit

Click to Visit

Contributed Articles

Managing To Retain Customers

By Rebecca L. Morgan, CSP, CMC

When we aren't around or within earshot, how do we really know how our people are responding to our customers? We don't. We can only rely on our communication about and example of customer service to live on through our staff's communication with customers. So what can managers do to create an environment conducive to continual customer satisfaction?
[Full Article]   Apr-07-2009

 

Invest in Customer Service Skills Now

By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc.

No surprise that the current economy has taken its toll on training. Training budgets have fallen 11% over the last year -- from $1202 per learner in 2007 to $1075 in 2008. However, this is not the time to be in a 'wait and see' mode or your competitors will pass you by. Research has proven over and over again that investing in your people has direct impact not only on employee morale and satisfaction, but also on customer satisfaction and thereby, positively impacts the bottom line and your ROI.
[Full Article]   Apr-07-2009

 

A Time for Courage and Wisdom - Donít Sacrifice Service Quality While Cutting Costs

By Peter J. McGarahan, Founder and President, McGarahan & Associates

As I lay awake trying to make sense of our current economic predicament, I was comforted by The Serenity Prayer. "God grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference." There is absolutely nothing I can do regarding the current economic predicament we find ourselves in today. Nothing I can do will change any of the many market forces at work from impacting my daily work situation. There is little good news today being reported by the media. Personally, I am trying hard to filter that information and courageously face the situation from a perspective of "What can I change?"
[Full Article]   Feb-18-2009

 

Are You Losing Customers?

By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc.

What is the cost of defection for your company? Do you know the cost of a bad call experience? Do you know what percentage of your callers have a bad experience? And then do you know the dollar amount attached to it? If you don't, I suggest you find out. Even if you are guesstimating, this will give you an idea. I think youíll be surprised, perhaps even amazed at your cost.
[Full Article]   Feb-16-2009

 

Open Source Solutions for Contact Centers

By Donna Fluss and Sam Brown of DMG Consulting LLC

There are three reasons why open source software has only started to make inroads in the contact center. First, because contact centers usually are mission-critical functions, they require applications that are "bulletproof." The second reason is that open source software often does not always have the full set of features and pre-built integrations that are taken for granted in the more mature proprietary contact center solutions. Finally, open source software comes with little or no ongoing support and therefore requires a company to have a relatively sophisticated in-house IT staff to maintain it.
[Full Article]   Feb-16-2009

 

<< Prev1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Next >>
Page: 11/26   Articles: 130