Click to Visit

Click to Visit

Contributed Articles

Service Recovery: 7 Rules For Compensating Your Customer (After A Service Or Product Failure)

No matter how superb your product or service is, eventually you’ll need to find the answer to this question: “How should I compensate a customer for a service or product failure?” The answer to the question is this: It depends. Customers have diverse values and preferences, varying even from day to day as well as from customer to customer—so your employees working with disgruntled customers need to be given enormous discretion. Still: There are principles that almost always apply.
[Full Article]   Sep-29-2013

 

7 Biggest IT Compliance Headaches and How CIOs Can Cure Them

But keeping the organization in compliance with industry and federal rules can be difficult, especially with more companies allowing workers to bring their own devices (BYOD). So what are some of the biggest challenges to keeping compliant? Dozens of technology pros and compliance experts share their top seven answers.
[Full Article]   Sep-22-2013

 

Linking Operational and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them. For operational linkage analysis, we are interested in understanding the relationship between customer feedback metrics and operational metrics. Demonstrating the statistical relationship between customer feedback metrics and operational metrics is useful for several reasons.
[Full Article]   Sep-22-2013

 

Looking at the “C” in FCR

For an agent who takes dozens of calls an hour, for several hours, day in and day out, it is easy to sound like a voice recording, which ultimately dehumanizes the entire customer-agent communication process. So, it’s important to look at the call, the C in FCR, and why it happens in the first place.
[Full Article]   Sep-22-2013

 

Managing Call Center Stress and the Bully Boss

When you look around your call center, do you see engaged employees, or do you observe a stressed culture that watches the clock and avoids managers who may demand even more from them? With a group of employees whose performance is constantly measured, it’s easy to feel stress, depending on what happens because of those measures. But what can be done to reduce your stress in daily activity?
[Full Article]   Sep-22-2013

 

<< Prev1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 Next >>
Page: 44/104   Articles: 518