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.
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.
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.
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.