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Contributed Articles

3 Ways to Improve Customer Care with Call Recording

While talk in the customer care industry is focused on social, you may want to consider improving your customer care with another tactic – call recording. While many large companies already employ this technology within their call centers, many smaller businesses have much to gain as well. Call recording is not only valuable for your organization, but also for your employees and overall business growth.
[Full Article]   Oct-14-2012

 

How to Build Trust in a Virtual Workplace

Teams can't function well when co-workers don't trust one another. Building and maintaining trust in the traditional, physical workplace is difficult enough, but the process is even tougher in a virtual environment where people often have to work with people they haven't met in person. Studies have shown, however, that trust can indeed be actively accelerated and maintained on virtual teams even when they have to be assembled on the fly with employees scattered across the globe. According to our research, the following best practices will help.
[Full Article]   Oct-14-2012

 

Why Your Company Needs to Empower its Front-Line Workers

Sometimes your front line workers are the only people your customers will ever see. Is the impression they are leaving on paying customers the one you really want to project?
[Full Article]   Oct-14-2012

 

Customer Experience: From Buzzword to Strategic Differentiator

The Customer Experience far is more than just a boardroom buzzword; it is the future of the customer service industry. The Customer Experience represents a major shift in the way that today's companies operate, and will continue to be a significant driver in the business world for decades to come. The Customer Experience can also give your company a lasting strategic advantage – but only if you align the disparate parts of your organization around a common vision and get them working together on a daily basis.
[Full Article]   Oct-14-2012

 

How a Single Moment Can Change the Customer Service Experience

When customers reach out for support, what do they really expect? When encountering a particular situation repeatedly, the human mind is amazingly good at “scripting” portions of the behavior for use in the future. This process in apparent in physical activities (e.g., driving a standard transmission) as well as social interactions (e.g., introducing yourself to a stranger). So it's pretty simple -- when reaching out to support people expect the experience to be bad.
[Full Article]   Oct-07-2012

 

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