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Contributed Articles

5 Steps to Improve your Contact Center Results

Even as the contact center continually evolves to handle new channels and greater complexity, improving the efficiency and productivity of your customer experience agents doesn’t have to be complicated. To the contrary, one of the best things you can do right now is to keep it simple, and implementing just a handful of the following key best practices will help to keep you working smarter, not harder. Following these five basic steps can yield impactful results without undergoing a major overhaul of your operations.
[Full Article]   Nov-04-2012

 

Call Center Reality Check: Do Great Voice Agents also Score Well in Social Media?

The call center industry is undergoing a sea change in the 21st century. Call centers have already morphed into contact centers at savvy businesses, and given evolving customer expectations, multi-channel contact centers will almost inevitably become the norm in the coming days. Contact centers continue to engage customers through traditional channels such as voice/telephone, email and messaging, but also by texting or through new social media channels including Twitter, Facebook or other mobile-based platforms. In response, many firms have either already put into place or are ramping up the capabilities of their new social media-enabled contact centers.
[Full Article]   Nov-04-2012

 

The Ins and Outs of IT Executive Coaching

Typically, IT professionals haven't taken advantage of such services at the same pace as senior managers in other fields, say coaches, CIOs and other corporate leaders. But that's changing as tech executives -- and their companies -- begin recognizing that IT can gain as much from coaching as others in the C suite. In fact, coaching may be even more beneficial to IT leaders, particularly those who rise through the ranks on the strength of their technical expertise rather than their management experience.
[Full Article]   Oct-28-2012

 

Get Responsibility for Data Out of IT

As companies devote increasing time and energy in gathering massive quantities of data, many neglect a critical first step: Get most responsibility for data out of the IT Department. I've reached this conclusion after years working with clients -- both on the business side and in technology -- carefully observing the ways data help organizations create value, as well as in discussions with other experts (I've won at least a few over). Since this step flies in the face of most current practice and may seem counterintuitive, I want to explain carefully.
[Full Article]   Oct-28-2012

 

The Social, Mobile Challenge to Customer Service Consistency

If support is critical to customer retention, and if social and mobile channels are forcing you to up your game, then you need to up your game in the way you provide service over the phone, through email and via chat as well. Having one effective channel for service is not enough -- it sets up an inconsistent experience. Over time, it will overload and degrade your most effective service channel.
[Full Article]   Oct-28-2012

 

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