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Contributed Articles

How to Be an IT Social Media Star

Social media outlets like Facebook, LinkedIn, Twitter and blog networks give IT executives invaluable opportunities to network, improve company operations, learn from other thought leaders and become thought leaders themselves. But the transparent, real-time nature of social media can be daunting. New channels seem to crop up every other week, and real PR disasters can result from the wrong kind of exposure. Even the savviest social media users are still charting their course in these exceptionally muddied waters. How's an IT leader to cope?
[Full Article]   Jul-15-2012

 

Ten Key Elements of Your Next Contact Center CRM Solution

Purchasing technology for the contact center can be overwhelming -- companies must wade through a variety of vendors, solutions, and options to find the right fit. Here are ten key questions to ask to ensure that a solution will be powerful, cost-effective, and able to grow with your contact center.
[Full Article]   Jul-15-2012

 

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

 

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