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Contributed Articles

The Value of Irritation Calls

Customer interactions with contact centers can be divided into two broad categories: service calls and irritation calls. Service calls, or contacts through other media channels, occur to purchase a product or service, obtain additional information or assist with implementation and use. Irritation calls, on the other hand, are placed when something goes wrong: the impetus may concern something as simple as delayed shipping; it may involve a knowledge gap in deploying a solution; or it may result from a design flaw in the product itself. Sometimes, irritation calls can also result from poor service by the contact center agent, misinformation or just the inability to achieve first-call resolution (FCR). All these categories represent a different type of failure, and they should each be handled in a different manner.
[Full Article]   Jul-15-2012

 

Top CEOs Share Their Best Practices for Exceptional Customer Service

As corporations seek new ways to connect with customers, I set out to uncover insights from some of the top CEOs. Interestingly what emerged are some unexpected answers, like the value of simplicity and the power of the handwritten letter – both of which have elevated in importance in a complex fast-moving digital world.
[Full Article]   Jul-15-2012

 

Want to Build Engagement? Be Inclusive

Leaders at some companies have begun to include employees — not just senior executives, corporate spokespeople, and other authorized communicators — in the work of telling their company story. "Employee-generated content" is one term for this practice. Our term for it is inclusion, and it's one element of a new leadership model that we call organizational conversation. It's a big departure from how leaders have traditionally managed the flow of ideas and information within their company. And, not surprisingly, there is a reluctance within many organizations to move in that direction.
[Full Article]   Jul-08-2012

 

Make Training Count: 10 Tips to Increase ROI

There are countless potential benefits or returns on investments made in training (such as increased performance, more motivation, higher customer and employee satisfaction, increased organization success, etc.) “Potential” is the key word in that sentence, because some critical ingredients (components) need to be present to ensure success. To ensure your best possible chances of success, here are a few tips.
[Full Article]   Jul-08-2012

 

Three Diseases of C-Level Executives

Not bound by geography, or even limited by profession, there are three maladies that can infect the high and the mighty. Defensive subordinates, as well as corporate up-and-comers, need to watch for the afflicted and avoid them at all costs. Let's look at each in uncomfortable detail.
[Full Article]   Jul-08-2012

 

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