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Contributed Articles

Practical Tips to Tackle Absenteeism

It's [insert shift start time here], do you know where your agents are? If you answered, "not in their seats!" you're not alone. Absenteeism is an epidemic that plagues a vast number of contact centers. What can we do?
[Full Article]   Aug-05-2012

 

Harvard Business Review: Cultural Change That Sticks

When properly harnessed, an organization’s culture can be a true differentiator that no competitor can duplicate. However, as pressures on companies build, leaders often become frustrated with the comparatively slow pace of culture evolution. In the rush to implement new strategies and make performance improvements, the legacy culture -- employees’ ingrained ways of doing things -- can seem like the greatest barrier to change. Unfortunately, most well-intended efforts to “change the culture” fizzle out, fail, or backfire. Here's the good news: There is an alternative.
[Full Article]   Jul-29-2012

 

5 Reasons to Use Social CRM for Support and Services

Some CRM systems might make you think the software is just cases, escalations and SLA management, but serious CRM is changing the world of service and support by leveraging social networking functionality.
[Full Article]   Jul-29-2012

 

Turn a C-level Customer into Your Most Valuable Reference

Turn a C-level Customer into Your Most Valuable Reference
In any industry, selling to a C-level executive buyer is often a cause for celebration. Senior executive customers tend to have larger budgets, are less price sensitive and more focused on value. But closing the sale is no time to relax. That's when the real work -- the real opportunity -- begins. C-level buyers are often highly ambitious, eager to learn, enjoy the spotlight, and have wide-ranging peer networks, all of which can open far more business for you. A C-level buyer can be highly lucrative -- but a C-level advocate can be many times more so. So, how do you tap the advocacy potential of an ambitious, well-connected CXO? With an equally powerful advocacy value proposition. Here are some guideposts.
[Full Article]   Jul-29-2012

 

The Evolution of First-Contact Resolution

More customers are moving toward self-service as their first point of contact, causing companies to reassess how they measure FCR with respect to the overall customer experience.
[Full Article]   Jul-29-2012

 

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