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Contributed Articles

Strategies to Keep Your Incentives from Backfiring

Call center managers often turn to a variety of incentives and rewards to encourage good performance. Examples include games with prizes awarded to the winning teams, cash bonuses paid to reps who meet certain performance targets, or gift cards given to recognize a special achievement such as a perfect QA score. Before implementing a similar program in your call center, you may want to examine evidence that suggests incentives and rewards can actually cause poor performance if used incorrectly.
[Full Article]   Sep-09-2012

 

Listening to Complainers Is Bad for Your Brain

Do you hate it when people complain? It turns out there's a good reason: Listening to too much complaining is bad for your brain in multiple ways. Even worse, being exposed to too much complaining can actually make you dumb. So, how do you defend yourself and your brain from all the negativity? Read the following tactics.
[Full Article]   Aug-26-2012

 

Fixing Customer Complaints in a World Gone Social

What are customers getting from social media service requests? They're getting responsiveness, quick action and rapid resolution. This is not something that service organizations should reserve for people who are eager to go to social media. They're things that should be provided to every customer in need.
[Full Article]   Aug-26-2012

 

Meet Your Company's New Chief Customer Officer

Customer intelligence is at an organizational inflection point. This practice, which is largely the evolution of database marketing, has become a critical driver of business strategy for global organizations in nearly every industry and vertical, because it supports decisions with data. In this way, CI's value extends well beyond the marketing organization. But what does a successful CI professional's future look like? The answer lies in the rise of a new type of executive, the Chief Customer Officer.
[Full Article]   Aug-26-2012

 

How to Successfully Implement Organizational Change

Technology is introducing a lot of change in the business world. Companies are struggling with security and cost strategies for BYOD (bring your own device) and mobile applications, deciding which applications and processes to move to the cloud, ensuring effectiveness in business intelligence and Big Data solutions, incorporating social media data for a holistic customer view and implementing a collaborative environment. Whatever the change, there is one question on every executive’s mind: “How do I ensure that this change gets the return that I need?”
[Full Article]   Aug-26-2012

 

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