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Contributed Articles

Identifying the Key Things that Matter to the Customer Regardless of Industry

Customers will benefit when companies take an outside-in perspective when designing products, service and communication channels. Here are five things companies should do, regardless of industry, to make their customers happy.
[Full Article]   Oct-06-2013

 

Four Keys to Creating Value in the Contact Center

In the past, the contact center was simply viewed as a sizable operations expense: a black hole of personnel, training, IT infrastructure, and support costs that was necessary but could never be recouped. Today, contact centers are more often viewed as strategic business units that can drive financial performance and separate a company from its competition. In order to get the most out of your contact center, your people, processes, and technologies must be in alignment. Here are some of the tactics that forward-thinking organizations are employing to achieve this alignment in their contact centers.
[Full Article]   Oct-06-2013

 

How to Hire Employees Who Deliver Great Customer Service

It's easy to think that, in the digital age, employees are more removed than ever from customers. Not so. Our technology-enhanced, service-based economy demands that employees interact with customers like never before. Whether it be face-to-face, by phone or via social media, employees today are the linchpins to great customer relationships. Enter talent or behavioral-based job definitions and interviewing.
[Full Article]   Sep-29-2013

 

10 Shades of Virtual Interviews: The Good, the Bad, the Ugly

Virtual job interviews are all the rage. They have rightfully earned plaudits for saving time, boosting efficiency and cutting costs. That all sounds good. There is, however, another side of virtual online interviewing worth noting: the bad and the ugly.
[Full Article]   Sep-29-2013

 

5 Reasons You Can (and Should) Trust Social Media Customer Care to Your Contact Center

When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues), it is clear that your customer care team has a role to play in managing the channel. Here are five measurable, value-added benefits your company can get from putting social support in the hands of your contact center team.
[Full Article]   Sep-29-2013

 

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