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Contributed Articles

How to Hire for Customer Satisfaction

The ability to hire people who produce superior customer satisfaction is dependent on two factors. First, new employees must share a core set of values with their employer, as individuals whose values are aligned with those of the company are more likely to evangelize the business to its customers. Second, an employee must possess the right competencies to perform a job successfully; a satisfying customer experience requires employees to resolve customers’ needs quickly and effectively.
[Full Article]   Aug-18-2013

 

Google's CIO on How to Make Your IT Department Great

Running an IT department is hard enough under any circumstances, but imagine doing it at one of the world's preeminent technology companies. Your customers aren't haplessly trying to set up their voicemail; they're experts in technology and expect it to work. In that sense, you might think Ben Fried, Google's CIO, has one of the toughest jobs in existence. On the other hand, few CIOs can boast a company culture as supportive of technology.
[Full Article]   Aug-18-2013

 

Building Middle-Manager Morale

According to a study by research and consulting group Bersin by Deloitte, 50% of midlevel leaders received formal leadership development in 2012. The average spending per midlevel leader across the U.S. was $2,700 in 2012, up from $1,000 in 2009. The hope is that managers will attend talks and tackle problems, learn negotiation skills and become better leaders. And if managers walk away with a rosier view of their company, that is a plus. This article provides a glimpse into some other companies' training and morale-boosting sessions for middle-managers.
[Full Article]   Aug-11-2013

 

Why Customers Choose Live Chat for Customer Service

While voice is still a popular choice for consumers, it is an expensive channel for organizations, and can reduce customer satisfaction levels by routing customers through endless IVR loops. Online chat however, allows contact center agents to handle 2-3 chats simultaneously, improving efficiency and call response times. What are the reasons customers prefer live chat?
[Full Article]   Aug-11-2013

 

Why Improving The Customer Experience Matters

The smartest companies are now working hard to manage their customers’ experiences with their products and services in order to delight and retain them. So how do you do it? A successful customer experience cycle looks like this.
[Full Article]   Aug-11-2013

 

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