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Contributed Articles

Ten Things Every Customer Wants

When choosing one brand over another, consumers are not focused on some of the obvious deal breakers you might think they are, according to a recently published study by The Rain Group looking at more than 700 business-to-business purchasing transactions. The study found that more than seeking out the best price or the greatest bang for their buck, consumers are looking for a more authentic, personal connection to the product and the vendor selling it. This article presents the ten qualities that the consumer is searching for when making critical decisions with their hard-earned cash.
[Full Article]   May-19-2013

 

Making Excellent Service the Norm, not the Exception

Though extreme customer service campaigns may gain momentary publicity, offering consistent, trustworthy support fortifies the foundation for true service excellence.
[Full Article]   May-19-2013

 

Preparing Employees for Performance Reviews

Effective employee performance reviews are a rare breed in the business world. Too often they are ineffectively implemented and simply become a one-way communication meeting where a manager spends the majority of the time talking to the employee about work. To get the most of your employee reviews you have to create an atmosphere where a two-way dialogue takes place between the employee and the manager (who really should be operating in the role of a mentor).
[Full Article]   May-19-2013

 

Six Components of a Great Corporate Culture

The benefits of a strong corporate culture are both intuitive and supported by social science. According to James L. Heskett, culture "can account for 20-30% of the differential in corporate performance when compared with 'culturally unremarkable' competitors." But what makes a culture? Each culture is unique and myriad factors go into creating one, but I've observed at least six common components of great cultures. Isolating those elements can be the first step to building a differentiated culture and a lasting organization.
[Full Article]   May-12-2013

 

Forecasting for the Future

Forecasting for any size contact center starts with building a strong capacity plan and having a well-defined governance process. Forecasting in any environment -- be it an inbound call center, outbound call center or blended inbound and outbound -- is not a fire and forget exercise. There are two distinct steps in creating a forecast: capacity planning, which is performed on an annual cycle; and a 3-2-1 approach, which is conducted continuously throughout the year.
[Full Article]   May-12-2013

 

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