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Contributed Articles

New Insight into Customer Experience Pain Points – and How to Fix Them

Even if your company approaches customer experience in a disciplined, comprehensive way, you may not be delivering the experience your customers expect. Forrester, in its annual Customer Experience Index, found that only 3 percent of companies delivered a great customer experience: Only four out of 160 brands represented in the survey achieved an “excellent” score. To identify the pain points affecting customer experience, my company recently conducted a study to help companies understand what customers do, what they want to do, and how their journey affects your business. Here’s what we learned.
[Full Article]   May-12-2013

 

Contact Center Agent Turnover is a Fact of Life That Must be Tracked and Managed

Agents turn over in contact centers, and managing your turnover rate is a fact of life. Low agent turnover rates are those that are below 20% a year, and some contact centers have turnover rates as low as 5%. Turnover rates higher than 50% are considered high, and some contact centers have attrition rates of more than 100% a year. Turnover impacts organizations because of recruiting and training costs, and ongoing agent morale issues which can impact customer satisfaction. Not all turnover is the same. It is useful to quantify each turnover event as voluntary or involuntary, and understand the causes of turnover so that you can address them, especially if your metric far exceeds the benchmark that you have set for the organization.
[Full Article]   May-12-2013

 

The Metamorphosis of the CIO

As we all know, the very nature of the enterprise is changing. This is the result of the rapid shifts that have been occurring in the business world over the last few years--the commoditization of goods and services, the individuation of value and the transformation of the workforce. In order to keep up with these changes and to succeed, future enterprises will need to have three clear characteristics: They will be socially enabled; they will operate as digital business ecosystems, offering innovative services and products as rapidly and inexpensively as possible; and they will view innovation not as an optional advantage, but as the only advantage.
[Full Article]   May-05-2013

 

11 Profiles in Bad Leadership Behavior

Recognizing where you fall short in your management style and then developing a plan to strengthen those areas can mean the difference between being a boss and being a leader. It can also make a difference in how far you advance in your IT management career.
[Full Article]   May-05-2013

 

Managing Multi-Channels in a Modern Call Center

Call centers today are evolving to handle not only traditional inbound voice calls but also inbound web chat, email interactions, proactive outbound communications and social media. Adding these new services can be daunting to any call center. A disciplined approach to adding the right services is essential to the success of the call center and its ability to remain a relevant and strategic arm of the business.
[Full Article]   May-05-2013

 

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