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A veteran business reporter once advised me that if I really wanted to gauge the culture and future of a company I was writing on, check out their customer service department. |
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Monday, 07 May 2007 |
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I am always astounded when I hear someone ask, “How do I get my staff to pick up a piece of paper and not just walk by it when it’s lying on the floor?” The truth is, no training program will ever teach the “5 steps to picking up a piece of paper.” |
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Monday, 16 April 2007 |
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Companies with Incentive Compensation Management (ICM) applications deployed are able to exceed overall Best-in-Class performance in rolling out changes or new programs -- and they are 50% more likely to design, model, test and implement in less than 1 month, according to a new report. |
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Thursday, 05 April 2007 |
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If the numbers stack up it's all too easy to assume your organization is doing OK. But boardrooms often fail to see the bigger picture because they overlook less tangible indicators such as customer satisfaction, employee engagement and innovation. |
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Wednesday, 04 April 2007 |
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Adobe Systems Incorporated and the Economist Intelligence Unit (EIU) announced the results of a global survey that identified customer engagement -- establishing a deep connection with the customer that endures over time -- as an increasingly important business mandate. |
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Wednesday, 28 March 2007 |
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Building a culture of employee loyalty has a direct bearing on customer loyalty and business profitability, according to a leading CEO who used his "Circle of Growth" philosophy of management to create an award-winning and nationally respected company. |
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Monday, 26 March 2007 |
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Building a culture of employee loyalty has a direct bearing on customer loyalty and business profitability, according to a leading CEO who used his "Circle of Growth" philosophy of management to create an award-winning and nationally respected company. |
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Monday, 26 March 2007 |
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In the call center, which has become regarded as the key touch point between businesses and their customers, placing a focus on the customer helps to build better processes and offer products and services the customer demands. |
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Tuesday, 13 March 2007 |
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Being more one-to-one in the contact center represents an investment in time, effort, and hard dollars -- and that flies in the face of those who have tallied cost-per-call as though their lives depended on it. |
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Wednesday, 07 March 2007 |
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There's a trend in business today for companies to become more customer-centric. Your company's objectives should highlight the quality of your product and the support of your customers. |
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Wednesday, 07 March 2007 |
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