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Contributed Articles

Misconceptions About Social Media

I recently met with a group of highly experienced contact center leaders to discuss a variety of hot topics. We engaged in a spirited discussion about how best to handle social media. This is a critical topic today, as few organizations appear to be doing this well. During the conversations, a few organizational misconceptions and examples of mishandlings came up; it was alarming, as these are the kinds of things that are happen today. This article presents the three of the most serious issues raised during our conversation.
[Full Article]   Sep-09-2012

 

Infographic: Improve Your Customer Service – “Destination Customer Satisfaction”

A survey by Genesys revealed that the cost of poor customer service in 16 key economies on our planet is around $338.5 Billion! As a reaction to this astonishing number GetApp has prepared an infographic to educate small business owners about the dangers of poor customer service and ways to improve it. The infographic is packed with facts and information that will bring your customer service to the next level.
[Full Article]   Sep-09-2012

 

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

 

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