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Contributed Articles

The Pitfalls of the Unmanaged Customer Experience

The experience you provide your customers is your brand. You may say, "Hey, I've lost two customers in the last three years. Customers feel my service is just fine." But does that mean you have happy customers or a good reputation? Does that mean your customers would refer you to other companies? It doesn't.
[Full Article]   Aug-19-2012

 

5 Ways to Take Customer Loyalty to the Next Level

Since customer loyalty can be critical to making a sale, ask yourself what you're doing to cultivate it. When was the last time you spent money or resources on making your customers feel appreciated? Many might argue that a focus on customer appreciation isn't just a best practice -- it could mean the difference between failure and survival in today's word-of-mouth driven economy. Here are five ways you can take customer loyalty up a notch.
[Full Article]   Aug-19-2012

 

7 Habits of Highly Effective Contact Center Managers

The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional progress resulting in growth, change and constant improvement resonates in more than just a professional career. Consider the positive benefits of applying the same intention to the contact center to improve the overall customer experience. By translating his principles to the call center, we get these seven habits of highly effective contact center managers.
[Full Article]   Aug-19-2012

 

Aligning IT Management with Business Priorities

The real work for the IT professionals begins in the details. The most successful organizations understand that organizational alignment starts with clearly defined, top-down business goals, accompanied with a standardized method of communication to the rank and file. Presumably the next step is building consensus from the bottom-up, but thatís not always the case.
[Full Article]   Aug-19-2012

 

Ten Reasons Winners Keep Winning, Aside from Skill

Whether the game involves competing every four years in the Olympics or every day in a business, winning brings advantages that make it easier to keep winning. Winners gain ten important advantages as a result of victory -- and that smart leaders can cultivate and build on these advantages to make the next success possible.
[Full Article]   Aug-05-2012

 

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