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Contributed Articles

Ignore Your Performance Goals, Increase Your Performance

Companies use performance goals all the time--for good reason. Performance goals provide people with a clear target that is usually difficult but, ideally, still achievable. Companies also give people stretch goals that typically seem somewhat out-of-reach, i.e., low probability, high outcome events (for both the company and the employee). Both of these goals constitute a "task push" that is fundamental and critical because, without a push, people don't do as much as they otherwise would. There's a big problem with performance goals, however, one that leaders rarely recognize.
[Full Article]   Jun-17-2012

 

Customer Service Saboteurs to Avoid

If you have ever had a meal ruined by a loud child or waited on a long line while a customer quibbles over the price of a pound of produce, then you have been a victim of customer service sabotage. Even though it's others customers who are inconvenienced by difficult shoppers, businesses are the ones that end up being most affected by customers who turn into saboteurs.
[Full Article]   Jun-17-2012

 

Staff to Supervisor Ratio

In contact centers, the agent-to-supervisor ratio is an especially important consideration. Effective ratios are dependent on the tasks, standards and responsibilities of both agents and supervisors. Many centers today have between 8 and 12 staff per supervisor. However, there are notable differences by industry.
[Full Article]   Jun-17-2012

 

Do You Know How to Calculate Your Contact Center’s ROI?

Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value; managers of contact centers need to be able to document and demonstrate their worth.
[Full Article]   Jun-17-2012

 

Realizing the True Potential of Quality Monitoring

Monitoring, measuring, and managing service quality and agent performance have become basic “block and tackle” tactics in many contact centers today. However, many organizations are failing to master these tactics even though a single, quick transaction in the contact center can make or break a customer relationship.
[Full Article]   Jun-10-2012

 

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