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Contributed Articles

What Are Your Customer Demographics?

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

Are you aware of who your customers are? Are they male or female? What is their age? Are they married or single? If you answered no to any these questions you are not alone. Many organizations are unaware of who their customers are. Why are demographics important? First, they help you in deciding which channels of communication are most valuable to you. Secondly, for new and potential customers, knowing your target audience is crucial. Third, demographics serve as a means of locating geographic areas where the largest number of potential customers live.
[Full Article]   Mar-20-2008


How Customer Preconceptions Affect Maintenance Contract Sales

By Tom Sweeny, ServiceXRG

All of the time, effort and planning you put into crafting the perfect portfolio of services may be for naught unless your marketing message is equally well crafted. Customers carry a lot of baggage that can affect their decision to buy support and maintenance contracts even before they evaluate costs and benefits. In many cases these preconceptions are based on situations that have little to do with the services you are selling. Fortunately many preconceptions can be overcome through effective sales and marketing. The key to maximizing support contract sales (attach rates) is to understand primary objections, or preconceptions, and then to craft a compelling response.
[Full Article]   Feb-15-2008


A "Frank" Conversation

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

This article presents a fictional conversation between a senior IT executive and a help desk manager names Frank. The conversation shows the challenges the help desk face when dealing with senior management and shows the importance of strong leadership.
[Full Article]   Feb-14-2008


Calculating Support Center Staff Requirements

By Penny Reynolds, Founding Partner, The Call Center School

Running a successful support desk operation means managing by the numbers. And the most important number of all is the number of bodies in seats each hour to respond to incoming calls. Since over two-thirds of operating costs are related to personnel, getting the “just right” number of staff in place is critical in terms of both service and cost. This article outlines the step-by-step process to calculate support center resource requirements and evaluate the most important service and cost tradeoffs.
[Full Article]   Feb-13-2008


Are You Taking Care of Your Employees?

By Rosanne D’Ausilio, Ph.D.

It's reported that customer service/technical support positions are one of the 10 most stressful jobs in America today. As a matter of fact, 45% of all manager and 75% of all workers say "my job causes me stress." Further it's estimated that employee absenteeism costs companies $660 per employee per year, up from $610 in 2004. And, low morale continues to take its toll in higher costs and rates of absence. What are companies doing? This survey found that 67% of companies have programs for work-life balance, absence-control programs (leave for school functions), alternate work arrangements, etc. as compared to 16% in the past.
[Full Article]   Feb-13-2008


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