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Contributed Articles

When Choosing a Job, Culture Matters

Some organizations will excite you. They'll stimulate your success and growth. Others will be stressful. They may lead you to quit before you've accomplished much or learned what you hoped to. With the pressure (or excitement) of finding a new job, it's all too easy to pursue a job opportunity or to accept an offer with only a hazy view of how the institution really operates. The path to an institution you'll like is to investigate the culture you're thinking of joining before you accept the position.
[Full Article]   May-13-2012

 

Go From a Cost Center to a Profit Center

All customers want is for you to quickly and effectively “know me," "help me" and make sure you "remember me.” While this sounds simple, we all know that managing this capability within a contact center in a cost-effective manner presents a significant challenge. However, by applying the following three tactics you can transform your call center from a cost center into a profit center, without sacrificing a quality customer experience.
[Full Article]   May-13-2012

 

Making Customers the Object of Devotion

Companies would be well-advised to prioritize according to such factors as the lifetime value of the customer relationship. If a high-value customer just sent an email, perhaps the next available agent should respond to the request rather than engage with a lower-value customer who has been waiting on hold for a couple of minutes.
[Full Article]   May-13-2012

 

Learn How to Handle Irate Customers

No matter how good you are at what you do, what business you are in, or where it is located, you will at some point find yourself facing an irate customer, but perhaps no more so than in a call center. Maybe the product was flawed, a delivery was late, or a charge was inaccurate. How you deal with that customer not only will determine how he or she feels about your organization – or your client’s organization – but how you feel about yourself.
[Full Article]   May-13-2012

 

Great Customer Service Starts with Empathy

There is no shortage of advice, opinion, theory and technology around the practice of customer service. Some of it good, much of it not. But none of it -- none of it -- will result in a truly exceptional customer service environment if it isn't built around one simple word: Empathy.
[Full Article]   May-06-2012

 

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