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Contributed Articles

How Companies Can Respond to Online Complaints

In the past, when customers complained about a product or service, their opinions were typically confined to one-on-one conversations with a company representative. But now, with the click of a mouse, one consumer can spread damaging sentiments across blogs, social networks, and message boards to reach a global audience. Through an in-depth survey of online users, this study found that companies can repair their brands’ reputations by having spokespeople engage with dissatisfied consumers online, especially with those who explicitly request a response. But damage-control efforts can be ineffectual when companies try to preempt critical views in online contexts designed for consumers. In those cases, a company’s efforts are typically seen as intrusive and pushy.
[Full Article]   Nov-25-2012

 

Call Center Metrics That Can Hurt Service

Call centers are awash in data that can be used to measure call center agents’ performance. We know how long an average call takes, how quickly the phone gets answered, and the percentage of time agents are logged in and ready to take calls. A lot of this data is used to set individual performance targets. Unfortunately, some of these metrics can actually hurt customer service if they divert agents’ attention away from the desired performance. Three examples of call center metrics that can hurt service are average handle time, call monitoring scores, and average time to close support tickets.
[Full Article]   Nov-25-2012

 

When Employees Are Their Own Brands

Meet your newest management headache: the co-branded employee. A growing number of professionals are using social media to build a personal, public identity—a brand of their own—based on their work. Think of an accountant who writes a widely read blog about auditing, or a sales associate who has attracted a big following online by tweeting out his store's latest deals. Co-branded employees may exist largely below the radar now, but that's changing fast, and employers need to start preparing for the ever-greater challenges they pose for managers, co-workers and companies.
[Full Article]   Nov-11-2012

 

IT Has Changed, but IT Budgets Haven't

The demands on IT departments keep changing, but their budgeting processes aren't keeping pace. The IT budgeting process at most companies still looks like the same old exercise in containing IT costs. However, IT's new place in business innovation and revenue generation is putting new demands on the budget process.
[Full Article]   Nov-11-2012

 

Planning is the Best Way to Minimize Disaster Impacts

As hurricane Sandy bears down on the East Coast, it reminds me of the importance of disaster recovery (DR) and business continuity (BC) planning, something that too many contact centers neglect. Most enterprise leaders agree that disaster recovery and business continuity planning is critical, but all too often budget constraints prevent organizations from making the necessary plans. Unfortunately, hurricanes, tornadoes, snowstorms, floods, fires and acts of terrorism remind us of how important it is to have strong DR and BC plans in place.
[Full Article]   Nov-11-2012

 

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