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Contributed Articles

How Customized Service Wins Repeat Business

With your business growing, becoming more efficient is necessary. However, with all of this streamlining, are you unintentionally gravitating toward standardized service? If so, pull back from the one-size-fits-all gravitational pull and strive for customized interactions.
[Full Article]   Jan-28-2014

 

Looking Ahead: It’s All About the Customer

Today's consumers have more power than ever before. With multiple channels at their disposal, they choose how they want to interact and when, and their expectations are high. Customers want their questions answered fast, accurately, and on the first try – every time. As your customer-facing front line, call center agents play a major role in how customers perceive your company. The following are five call center trends in this new “customer age” evolution.
[Full Article]   Jan-27-2014

 

5 Hybrid IT Roles Your Business Needs to Succeed in 2014

This year, the ability to simply configure and run a server or develop software in isolation won't be enough. Employers will aggressively pursue workers with multi-dimensional talent -- combinations of technology, domain, business, process and people skills.
[Full Article]   Jan-23-2014

 

Improving Agent Performance: 5 Tips for Successful Multitasking

Multitasking is a critical success factor for employees, and particularly for contact center agents. The very nature of the agent job requires them to perform multiple tasks with competing demands. While we all appreciate the importance of multitasking, we may not know exactly what multitasking is and how it affects productivity and critical business outcomes. These 5 tips reveal the latest research on multitasking and its impact on contact agent performance, satisfaction, and success.

[Full Article]   Jan-22-2014

 

10 Managers You Don’t Want to Meet On Your Journey

Here's a fresh look at some of the habits of lousy leaders and managers based on input from participants in my management programs and forums. Check out the list of 10 managers you don’t want to ever work for.
[Full Article]   Jan-22-2014

 

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