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Contributed Articles

Treating Employees as Customers

Many executives and training organizations point directly to employee attitudes and behaviors as the cause of more than 2/3 of customer dissatisfaction and customer attrition. This then leads call center management to focus almost all their energy on monitoring and coaching the individual customer service representative (CSR). I disagree with this approach, as almost all employees come to work wanting to do a good job. In many cases, customer unhappiness occurs when a CSR tells the customer exactly what the company instructs them to. This message unfortunately results in dissatisfaction, not usually for the company, but for the CSR. That is not the CSR’s fault, it is management’s fault!
[Full Article]   Apr-07-2013

 

Five Must-Watch Performance Measures for Contact Centers

Tech issues in the contact center, even small ones, can have an enormous impact on customer experience. Proper testing and monitoring within the contact center infrastructure is no longer a nice-to-have, it's a must-have. To better understand customer experience in the contact center, it is important to track certain key performance indicators (KPIs). By closely monitoring these KPIs in real-time, contact centers can spot service degradations and possibly preempt their impact on end-customers.
[Full Article]   Apr-07-2013

 

The Six Sources of B2B Customer Expectations

In the old, pre-Web 2.0 days, businesses made promises (then called the brand) to prospects and customers that formed the basis of a potential relationship. These promises were then augmented by commitments made by sales people as the purchase decision came closer to fruition. These days, as a result of Google, social media, and instantaneous communications we see that the promises and commitments have now been replaced by expectations in the minds of prospects and customers. This article presents a list of the six expectation sources, with examples and actions that can be taken to minimize negative or inaccurate information from influencing your prospects and customers.
[Full Article]   Apr-07-2013

 

3 Ingredients for Building Effective Teams

Building effective teams is a common challenge for most businesses. How do you assemble the right mix of people and expertise to deliver the most efficient and effective outcome? Sometimes, the things business owners believe matter most aren't really priorities in building great teams, says Richard E. Spoon, founder of Lafayette, La.-based business consulting firm ArchPoint Consulting. Spoon, who spent more than 17 years at Campbell Soup Company and Procter & Gamble, advises his clients to focus on three key areas before staffing a team.
[Full Article]   Mar-24-2013

 

Are Your Customers Getting The Love They Deserve?

Once a customer has experienced a certain level of service–and made a purchase decision based on this experience–their natural expectation is that that level of service will continue to be met. In our personal lives, we understand we cannot realistically expect close friendships, family relationships, or a marriage to survive and thrive if we do not continue to put effort into maintaining them. Why should a company’s relationships with its customers be any different?
[Full Article]   Mar-24-2013

 

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