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Contributed Articles

How To Make Your Employees Happier

Happiness increases productivity, stimulates creativity, and makes employees more willing to take risks. Here's are how some executives approach the touchy-feel business of happiness.
[Full Article]   Jan-13-2013

 

When to Call for Help After a Data Breach

In spite of best practices, it is likely your organization will experience a serious data breach at some point. Once the initial shock wears off you'll be faced with numerous decisions. Making informed and expedient decisions about when and who to call for help is critical. Organizations that hesitate can suffer serious or long-term consequences, such as loss of valuable data, permanent damage to their reputation, or fines for regulatory non-compliance. Organizations that jump too quickly may needlessly drive up investigative costs. Finding a happy medium is easier when you have a sense of what situations will require outside help. Here are some guidelines.
[Full Article]   Jan-13-2013

 

Six Signs Your Contact Center Agents are Hitting the Disengaged Cliff

Research firm Gallup is famous for their work in understanding what drives employee engagement. Through their studies we learn that only 28% of employees are actually ‘engaged’; 54% are ‘not-engaged;’ and 17% are actively ‘disengaged’. While these numbers are pretty mind blowing, we can use this information to our advantage to improve the employee experience and contact center customer service.
[Full Article]   Jan-13-2013

 

Answer Customers' Calls - Even When the Phone's Not Ringing

For most businesses, the idea of multi-channel engagement comes to a halt with service. When customer retention is not clearly at stake, there's little drive to maintain a consistent strategy for interacting with customers -- it ends up being an ad-hoc process, splintered within the organization and carried out by different employees in different ways. Here's what I mean by this: if a business gets a phone call, it knows how to handle it. The phone works, but does your company do as well when an inquiry is made via Twitter, or Facebook, or Google +? How about when a customer DM's someone in engineering? Or when a blog somewhere calls something about your company into question? Probably not.
[Full Article]   Jan-13-2013

 

5 Customer Service Lessons from Winnie-the-Pooh

As our friend Pooh navigated the hundred acre wood in search of honey and the meaning of life he (and A. A. Milne) also shared some legendary wisdom. Pooh’s quotes provide a great foundation for many life lessons, I found a few that serve as reminders that the customer is the key to small business success.
[Full Article]   Jan-06-2013

 

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