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Contributed Articles

Customer Reference Programs at the Tipping Point

Buyers increasingly expect to check with their peers before they'll purchase from a company -- using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. This means they want to talk to your customers. Social media understands this and facilitates it. Some of the most exciting ó and challenging ó innovations in social media are around how to enable users of sites like Facebook and Pinterest to make recommendations, referrals, or "likes" of the products and services they use. Traditional media also gets this. Is your firm ready for this new age of peer-to-peer marketing?'
[Full Article]   Jun-10-2012

 

Addressing the Home-Based Agents Conundrum

At-home agents are becoming increasingly common among contact centers striving to decrease employee turnover, lower costs, and improve customer service. But are they right for every company?
[Full Article]   Jun-10-2012

 

Why Does Customer Service Disappoint?

For the most part customer service really does disappoint. Automated phone systems, press this button for self-service, etc. Itís horrible. For many companies, the goal is cutting costs from the service department, which has typically been a profit drain. These companies slash costs by eliminating personal interaction, using consolidations of call centers, call deflection technology, robotic implementations of call scripting and workforce optimization tools. Get off the call, get out of the client site, move on to the next appointment as quickly as possible! The result is a reduction in the amount of time their people spend in direct personal contact with customers. Itís a short-term means of saving money, but is it truly profitable in the long run?
[Full Article]   Jun-10-2012

 

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 SellÖ 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 itís 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. Hereís 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

 

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