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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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The questions she should ask include “What do my measurements say about me?” and “What do those measurements say to my customers?” and “How do the measurements determine the future profitability of my business?” |
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Wednesday, 04 November 2009 |
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What is easy to measure is not necessarily what is most relevant to measure.
A classic example of this is the 80/20 calls-answered service-level target that so many organisations still have, where 80% of the calls should be answered in 20 seconds. |
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Monday, 19 October 2009 |
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The challenge is determining why customers leave, or in some cases, when it's OK for them to leave one brand but key to retain them for another. |
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Monday, 21 September 2009 |
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No one likes to give them or get them. But you can conduct performance reviews that actually assess performance. Here's how... |
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Tuesday, 30 June 2009 |
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Companies showed a marked disinclination to sign new outsourcing agreements in 2008, according to a new report from Gartner. |
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Tuesday, 09 June 2009 |
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The simple fact is this: Reducing customer service is the last thing companies should do in a recession, given that it is a buyer's market. Customers are receiving multiple offers from aggressive competitors and switching suppliers at the first sign of poor service. |
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Wednesday, 13 May 2009 |
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