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Contributed Articles

Make Training Count: 10 Tips for Increasing ROI

There are countless potential benefits or returns on investments made in training (such as increased performance, more motivation, higher customer and employee satisfaction, increased organization success, etc.) ďPotentialĒ is the key word in that sentence, because some critical ingredients (components) need to be present to ensure success. To get the most out of your training, follow these 10 tips.
[Full Article]   Jun-16-2013

 

The Dark Side of Customer Service: When the Customer Is "Right" but Insane

Horrible customer service stories highlight the need for some caveats to rules like "the customer is always right" -- because they can't always be right. Businesses need to create a culture that both solves for the customer and empowers customer service employees to know when and how to draw a line if necessary.
[Full Article]   Jun-16-2013

 

Forrester Data Shows an Explosion of Channels for Customer Service with Inconsistent Satisfaction Ratings

We know that consumer preferences for customer service channels are rapidly changing. And itís not just the younger generation of consumers -- thereís disruption and change across all ages and demographics. However, the satisfaction of customers with interactions on these channels often miss the mark.
[Full Article]   Jun-16-2013

 

'Customer First' Must Be More Than a Mantra

No matter what business youíre in, customers today demand immediate solutions in real time. What they need, when they need it, and how they want to receive your product or service are important factors that drive consumer buying decisions. High demand for speed and accountability require businesses to ramp up both technology innovations and customer service capabilities to be the first, the fastest and most reliable. Most companies and business leaders understand this, but more should put into action the basic rules outlined in this article to maintain a competitive edge in the battle against the clock and themselves.
[Full Article]   Jun-09-2013

 

The Difference Between Managers and Leaders

Itís easy to see that leadership and management arenít the same thing, but a manager who lacks effective leadership traits will drive a business into the ground faster than you can count to 10. Change doesnít happen overnight when it comes to transforming managers into leaders. It takes time and energy to improve the way you manage and utilize more leadership characteristics on a daily basis. This article presents some tips to help you make the necessary improvements.
[Full Article]   Jun-09-2013

 

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