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Contributed Articles

If Great Customer Service is Your Competitive Differentiator Then be Ready to go Above and Beyond

Creating great customer experiences — what leaders like Disney, Zappos and Nordstrom do on a consistent basis — is one of the few areas left for companies to differentiate and generate good margins. Making it happen, however, is easier said than done; fundamentally, it is a people issue. How do you get employees to go beyond the call of duty to regularly exceed customer expectations? By empowering them to develop emotional connections with each customer.
[Full Article]   Jan-29-2014

 

The Four Secrets to Employee Engagement

It seems obvious: Direct supervisors who set their teams up for success, observe them in action, ask for feedback, identify the root causes of employee concerns, and then follow through with meaningful improvements have happier, more engaged employees. Why, then, do senior executives who tout the value of employee engagement so often delegate it to the HR department? HR serves an important function, but not even the best HR staff is in a position to take the actions required to affect the attitudes of individual employees or teams. In this article, learn how successful companies are creating a culture of employee engagement and the positive impact on the business.
[Full Article]   Jan-28-2014

 

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

 

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