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External training and development vendors employed can often provide a greater selection of training programs, more effectively, and less costly, than in house. |
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Friday, 09 July 2010 |
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Performance reviews don't have to be confrontational meetings dreaded by both managers and employees. In fact, there are business benefits to be gained from having them. Here are some tips to help you develop a successful process of evaluating employees on a regular basis. |
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Friday, 09 July 2010 |
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It’s no secret that customer service representatives for many companies often record you when you’re talking with them “to ensure quality assurance,” among other reasons. So why not do it yourself to create a record of what was agreed on during the call? |
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Wednesday, 21 April 2010 |
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Should you answer the phone when it's ringing off the hook and ask the customer waiting in line to be patient while you answer the call? Or, should you give priority to the customer standing in front of you and let the phone ring? |
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Wednesday, 21 April 2010 |
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Though a teetering economy may tempt executives to cut corners, improving service is your best chance for survival. |
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Tuesday, 23 March 2010 |
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In most cases, you should focus the review on helping the employee reach his or her potential. That focus helps you feel good about what you are doing and will cause the employee to relax and appreciate your support. |
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Tuesday, 23 February 2010 |
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The idea being that anyone should be able to do anyone else's job (within a particular area such as, oh, say, customer support). And it can be done, but care must be taken. |
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Monday, 25 January 2010 |
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Swift responses, knowledgeable agents, short waiting times and clear connections all contribute to a customer's quality of experience. |
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Tuesday, 12 January 2010 |
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Major changes are in the wind for the contact center industry. Although it has continued to see growth through the recession, there's an intense drive toward cost-cutting. |
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Friday, 04 December 2009 |
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The price for the lack of integration from existing solutions is steep. Longer and unnecessary agent calls drive up expenses while firms risk losing revenues from annoyed customers. |
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Wednesday, 04 November 2009 |
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