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I'm still confused by what I see as a general lack of customer service, in a world where the customer is no longer "always right." What has happened to change this long-standing sentiment in the business world? |
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Wednesday, 30 August 2006 |
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"It's not that the customer doesn't like the accent. The issue really is, the rep doesn't know the customer, doesn't understand the problem, and is not equipped to solve it anyway.” |
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Wednesday, 30 August 2006 |
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Contact center supervisors know that proper employee scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. |
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Wednesday, 30 August 2006 |
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Self-service certainly has its place for basic transactions, but for high-value high-touch interactions, nothing replaces person-to-person contact. If a customer has a dispute, or wants to know if he's choosing the right service option, live agent communication is warranted. |
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Wednesday, 30 August 2006 |
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While larger businesses often conduct detailed TCO studies to evaluate their purchases -- leveraging data from high-priced market research firms -- SMBs often do not have that luxury. |
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Wednesday, 30 August 2006 |
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Most consumers who use the phone to communicate and have contacted a company via their contact center have probably heard the recorded message that their call may be monitored for training purposes. |
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Wednesday, 30 August 2006 |
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Extracting the complete potential of an employee is proving to be a contentious issue in the metrics-driven environment that organizations typically operate under, today. |
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Wednesday, 30 August 2006 |
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For 20 of the past 22 years, my uncle bought a new Cadillac every two years like clockwork. That is brand loyalty. For a small business, customers with a preference for your particular brand of product or service, it is the ultimate goal. |
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Tuesday, 29 August 2006 |
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Think of all the challenges you face on a daily basis: Motivating teams who are harder to mold and direct than those in the past. Introducing new services more swiftly to keep up with competitors. |
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Monday, 28 August 2006 |
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In any labor market, companies compete to find and keep the best employees, using pay, benefits, promotions, and training. |
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Monday, 28 August 2006 |
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