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Contributed Articles

Reversing the Momentum of Dysfunctional Customer Information: Three Benefits of a Customer-Centric Approach to Data

Companies are still struggling to find ways to manage massive amounts of data in a way that drives their customer-centric strategic initiatives without becoming a bottleneck to the entire organization. Data quality, governance, and other data-based critical decisions can significantly impact a company’s growth and are criteria that should not be taken lightly.
[Full Article]   Jan-14-2018

 

2018 IT Career Outlook: One-third of IT pros plan to seek new jobs

Millions of IT professionals around the globe work hard to support computer networks, protect company data, and make sure technology that companies rely on “just works” so employees can get their jobs done. But how satisfied are these technically-savvy men and women in their line of work? In our survey, 70 percent of IT pros told us they’re satisfied with their jobs, and this hold true across different generations. But things could be better for IT pros when it comes to their compensation. In the same survey, 63 percent of IT pros said they feel underpaid.

[Full Article]   Jan-14-2018

 

5 Strategies for Boosting Agent Morale

Increased wait times, low closing percentages and poor productivity; that's what was in store for me as I entered the contact center. Sounds like fun, right? As I completed my evaluation, I identified five strategies for boosting agent morale and preparing them to succeed.

[Full Article]   Jan-14-2018

 

The Customer Service Issues That Annoy Consumers Most

Consumers say the customer service issues most likely to make them stop doing business with a company are uninformed agents and long wait times, according torecent research from The Northridge Group.The report was based on data from a survey of 1,000 consumers in the United States age 18 and older. Respondents rate uninformed agents as the customer service issue most likely to result abandoning a company; long wait times to reach an agent ranks second, followed by unfriendly agents and difficult-to-use automated systems.
[Full Article]   Sep-05-2017

 

101 Customer Service Quotes To Better Your Business

Every business wants to develop a stellar reputation. Over time, that positive sentiment not only earns repeat business, but also eventually earns trust. Customer service is vitally important to establish and grow that trust. Every interaction with you or your brand offers the incredible opportunity to build a relationship and fortify your position. Here are a collection of customer service quotes all designed to remind us of the importance of the customer.
[Full Article]   Aug-29-2017

 

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