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A program that rewards staffers for new ideas can boost your business, but it's important to make it as transparent as possible |
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Tuesday, 22 April 2008 |
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Boosting the engagement of employees might seem like an impossible mission in an era when corporate cutbacks and talk of recession are common. But experts say there are steps that you can take – regardless of the stormy economic climate – to help retain top talent and keep employees enthused about work. |
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Tuesday, 22 April 2008 |
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Saw your co-worker getting cozy with a statuesque brunette who wasn't his wife? Know the real reason that account executive got canned? Keep it to yourself. |
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Friday, 18 April 2008 |
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As talk of a recession permeates the evening news, a typical knee-jerk reaction in the marketplace is to sacrifice programs associated with quality and the customer experience -- training, quality assurance (QA) and mystery shopping programs, guest research, etc. The benefits of a QA program are compelling and easily communicated when businesses are flush, but what happens when storm clouds are on the horizon? |
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Wednesday, 16 April 2008 |
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With many of the nation’s manufacturing jobs heading overseas, the service sector has become the driving force for the economy. Because of the increasingly important role of this sector, many employers are clamoring to hire employees who excel at customer service. |
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Tuesday, 15 April 2008 |
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The Native Americans believed every creation had a soul. A tree possessed a spirit in the same way as a horse, bird or human being, which engendered a feeling of oneness with nature and a focus on conservation. While the buffalo was killed for its meat and other uses, it was also revered for having a great spirit. |
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Tuesday, 15 April 2008 |
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Customer satisfaction with online banking far surpasses other online financial services like credit cards and investment, according to a new study. Online banking scores 82 on the American Customer Satisfaction Index’s 100-point scale. Credit card websites and investment websites both score 75. |
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Tuesday, 15 April 2008 |
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You get only one shot at making a good first impression. In an Interactive Voice Response system (IVR), such an impression is formed by callers and conveyed by Voice User Interface (VUI) designers with the application's opening prompt. When writing your system's opening prompt, keep the following three basic VUI guidelines in mind – be brief, be concise and be polite. |
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Tuesday, 15 April 2008 |
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Mom always said you learn from your mistakes, and analyzing repeat calls using algorithms can help call center managers learn ways to get it right the first time. Better first call resolution rates mean fewer frustrated customers and potentially more sales opportunities. |
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Monday, 14 April 2008 |
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These days, it seems our only contact with customer service is over the telephone. Dealing with call-center representatives can be a frustrating experience, but there are ways to minimize your grief. To best deal with customer service, phone early in the morning to talk to a refreshed and energetic person, and avoid peak hours such as lunch time and the end of the day. |
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Friday, 11 April 2008 |
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