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Contributed Articles

Google CEO: Fight Unemployment With Job Sharing

In the future, we will work less and enjoy more leisure time, while being shuttled around in self-driving cars, attended by artificial intelligence that makes better decisions than we do. That might sound like the setup for an episode of Star Trek, but it's the world Google's founders see ahead of us.
[Full Article]   Jul-11-2014

 

Clever New Techniques Airlines Have for Making You Better Appreciate Their Apologies

Airlines apologize a lot to their customers. They've made a science of saying sorry out of necessity: The Department of Transportation fines airlines for not responding to customers with "substantive" answers to gripes. In response, carriers deploy software and english majors to tell angry fliers they're sorry for mistakes in flight.
[Full Article]   Jul-10-2014

 

Misleading Metrics in Customer Service Effectiveness

When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most.

[Full Article]   Jul-08-2014

 

Preparing New Agents for Customer Service Success

When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.
[Full Article]   Jul-07-2014

 

10 Things Senior Level Managers Must Know About Contact Centers

If you're like many across the contact center profession, youíre about to enter the budgeting cycle for 2015. So what better time to take stock of the understanding your organizationís senior level leadership team has of your contact centerís environment, value and direction? Thereís no way around it: To succeed, your contact center needs commitment and involvement from the top.

[Full Article]   Jun-30-2014

 

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