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Contributed Articles

How IT Departments Can Prepare for a Software License Audit

As revenue for new software licenses is down, software vendors are focusing more on licensing audits to recover some of that lost income. This article takes a look at some of the steps a corporate IT organization can take before the auditors arrive to maintain compliance and limit potential damage.
[Full Article]   Dec-16-2012

 

What's New About Serving Customers (and What's Not)

Smart business owners and their service reps realize the landscape in which customers operate has shifted -- and that profoundly redefines what good (and bad) customer service means. Here are some ways in which customers have changed that will profoundly impact how you deal with them.
[Full Article]   Dec-16-2012

 

For Some Consumers, Surveys Breed Feedback Fatigue

With emailed appeals for comments on commonplace transactions and customer-service calls that beget requests to take a survey, consumers are being pinged for opinions at a rate that has gotten some publicly grousing about a surfeit of surveys. Surely, it's nice to be courted for input, at least sometimes. But some consumers say they're fed up with giving time-consuming feedback for free, don't like being drawn into a data web used to evaluate employees or feel companies don't act on the advice they get. So, as inboxes fill with requests to appraise holiday purchases and trips, it's prime time for feedback fatigue.
[Full Article]   Dec-09-2012

 

The Future of the Call Center Industry

When looking at the future of the call center, you might expect those of us in the industry to make far-reaching predictions that anticipate the demise of the call center, overtaken by social media and computerized service agents that know what the customer needs before they even know they need it. While these progressions may one day become a reality, current predictions for call centers of the future actually indicate a shift toward more personalized service, fueled by better data within the contact center and promising significant achievable results.
[Full Article]   Dec-09-2012

 

How to Win a Customer Back

Because it's easier and cheaper to sell to existing customers than acquire new customers, and existing customers are a potential source of easy-to-close referral sales, even a single lost customer can have a ripple effect that increases your cost of sales. Not to worry. Here's a step-by-step process for winning the customer back.
[Full Article]   Dec-09-2012

 

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