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Contributed Articles

Bridging the Gap Between IT and Your Business

For the past several years we have watched with increasing dismay at the increasing chasm between information technology (IT) groups and their business counterparts. From where we sit, both sides have legitimate beefs. However, bickering is not productive and the failure to derive the full advantage of information technologies does enormous disservice to companies. Further, the pace of technological change and the demands to do more with the data grow exponentially and will continue to do so for the foreseeable future. The problem, strategic or not, must be resolved. Smart leaders will ignore the posturing and work to close the gaps. While we have no “silver bullet” solution, we do offer three steps that can help.
[Full Article]   Oct-06-2013

 

Preparing New Agents for Customer Service Success

When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.
[Full Article]   Oct-06-2013

 

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

 

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