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Contributed Articles

Customer Service Strategy: Deliver Value with Time

Customers are turning to alternative ways of doing business because of speed. Usually it is much faster to order something online. Self-service checkout in a grocery store may be a good alternative to save a few minutes. Even when it comes to customer service, customers turn to an online alternative rather than having to make a call and be put on hold, be transferred to numerous people and have to repeat their story to multiple employees. To be successful, companies need to respect their customerís time.
[Full Article]   Feb-13-2014

 

There Has Never Been a Better Time for CIOs to Fix IT's Reputation

In a time where there is a lot of technology analyst talk about the relevance of the CIO and Enterprise IT, Mike Kail, CIO of Netflix offers a refreshing perspective. In his opinion, there has never been a better time for IT to fix its reputation in the industry and move from being the blockers in an organization to being the enablers.
[Full Article]   Feb-11-2014

 

3 Words to Avoid for Better Customer Service Communication

Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost.
[Full Article]   Feb-11-2014

 

Tips for Speaking Like a Business Strategist

The message is coming in loud and clear from every corner of the tech and business sectors, from every career coach, hiring manager and trusted peer: IT pros who are serious about advancement need to think and speak strategically. Keeping the lights on? Yawn. Transforming business processes? No-brainer. What organizations need in an IT leader now is a business strategist who can serve as a trusted colleague of, rather than merely a tech adviser to, C-suite executives.
[Full Article]   Feb-11-2014

 

Transforming Your Contact Center to a True Profit Center

Is your contact center an asset or expense? The costs of running an efficient, multi-channel contact center can be daunting. But with the right strategy and tools, you can turn that expense into a profit-producing asset that boosts sales and customer satisfaction at the same time. Recognizing the value of contact center agents is one key to success.
[Full Article]   Feb-05-2014

 

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