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Contributed Articles

CIOs Need a Wakeup Call

Many CIOs think they're more relevant than ever before, but their CEOs often disagree. IDG Enterprise's own CEO is calling for CIOs to figure out how to better include innovation in their job descriptions.
[Full Article]   Jun-10-2012

 

Why Customer Service Reps Don't Sell… and What You Can Do About It

Your customers are now three times more likely to leave you and go to your competitor across the street - or across the globe - than in the year 2000. So it’s essential that you transform your customer service group into a customer sales group. Yet 40% of reps in call centers are unwilling or unable to make the change. Here’s why so many reps are resistant to sell and five strategies you can use to convert your customer service team in your call center into a customer sales team.
[Full Article]   Jun-03-2012

 

Attract and Keep A-Players with Nonfinancial Rewards

Attracting and retaining top talent are perennial concerns among managers, in good times and in bad. With salaries frozen even as the scope of work expands, managers find it nearly impossible to lure A-players and compensate existing high performers without breaking the budget. The good news? They may not have to.
[Full Article]   Jun-03-2012

 

How Social Media Can Provide Customer Support

Is it really possible to provide tech support in 140 characters? Industry experts, including Dell, offer sound advice and proven techniques to help you move beyond marketing blasts to provide social customer support.
[Full Article]   Jun-03-2012

 

Top Five Performance Indicators for Assuring a Great Customer Experience

Today’s contact centers are extremely complex, featuring multiple communication channels, self-service applications, routing schemes, agent groups, and vendor equipment. Often companies may not even know there is an issue until it has been reported by a customer. Frustrated customers today have no problem taking their business elsewhere, and they’re likely to tell others about their experience. A complaint that years ago would have been aired to a small circle of family and friends can now easily reach thousands (or maybe even millions) via social media. To better understand customer experience, it is important to track certain key performance indicators (KPIs).
[Full Article]   Jun-03-2012

 

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