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Contributed Articles

9 Ways to Reduce Churn in Your Contact Center

Contact centers are notorious for high churn rates which are not only inconvenient but expensive for companies. The average contact center has an annual churn rate as high as 40%. It is estimated that the total cost of replacing an employee is between $10,000 to $15,000.
The huge churn rate coupled with the high cost of replacement mean itís well worth it to invest in strategies which will help lower your companyís churn rate. Here are 9 ways you can diminish churn at your contact center:
[Full Article]   Jan-07-2016

 

5 Best Practices for Dealing with Difficult Customers During the Holidays

As the holiday season approaches and people rush to get everything done, companies often see their normally level-headed customers become easily upset, irritated and sometimes flat out unreasonable.
[Full Article]   Nov-26-2015

 

Dealing with Difficult Employees

Managers often feel that their work would be great, if it werenít for the people! And they have a point: Employee relationships always have built-in challenges and frustrations, even in the very best workplaces. But the good news is that anyone can learn specific interpersonal skills to better understand and manage these situations.
[Full Article]   Nov-25-2015

 

Is Technology The New 'IT' Industry?

Not everyone is born with a knack to hack, but a new survey shows most people find technology careers attractive. Three-quarters of non-IT (information technology) professionals polled said the technology field holds appeal for them. Salary potential and job opportunities and the ability to be innovative were cited by respondents as the top draws. We've put together a list of three roles where, with a few relevant courses or certifications, non-IT professionals can get their start in the industry.
[Full Article]   Nov-21-2015

 

Let Empathy Toward Customers Guide You

An empathetic employee will listen to customers, understand their needs, and be motivated to provide them with the right solution. They're also more likely to recommend improvements that could better serve customers. Clearly, empathetic employees are valuable assets. So how do you build an empathetic team?
[Full Article]   Nov-20-2015

 

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