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An Accenture survey finds that while consumers' customer service expectations continue to rise, the majority of companies aren't keeping pace, sending customers to competitors. And it's only getting easier for them to leave. |
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Thursday, 10 January 2008 |
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Work related stress can be described as a pattern of emotional, cognitive, behavioural and physiological reactions that we experience whenever we perceive ourselves to be in a situation in which we are not able to cope with the demands placed upon us. Sources of workplace stress include the workplace, home and the struggle to balance our work and home. |
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Thursday, 10 January 2008 |
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For many, marketing is still seen as an art not a science where marketing performance cannot be measured in any meaningful way. While this view is demonstrably wrong, the view still persists. |
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Thursday, 10 January 2008 |
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Poor customer service and debt collection practice are costing companies billions of Pounds in bad debt. Research found that in the UK and Europe customer service is at an all-time low and it is having a negative impact on company balance sheets. |
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Wednesday, 09 January 2008 |
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Manning a complaint line requires a certain amount of patience and je ne sais quoi to listen to both sides of a story without succumbing to the urge to throttle the party that is clearly in the wrong. |
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Wednesday, 09 January 2008 |
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It's no secret that employee retention is becoming increasingly more difficult for companies of all sizes. The damages from losing a quality employee can be costly when you factor in lost productivity, investment in staff training, and a loss of institutional knowledge (the staff's knowledge of business operations). |
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Wednesday, 09 January 2008 |
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By front-ending live-agent interactions, IVR technology accelerates issue resolution and reduces contact center operating costs. Well designed IVR doesn't put you on hold or funnel you through a series of agents until you finally reach one with answers. Instead, it collects your information accurately, just once, and takes you directly to the most appropriate agent -- a big step toward first call resolution. |
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Wednesday, 09 January 2008 |
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It seemed like an innocuous question: "I need to drop off a payment; how late are you open?" But at Allstate Corp. recently, the query was fraught with professional peril. The reason: The Northbrook-based home and auto insurer in November completed its first, and probably not last, mystery shopping exercise. |
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Wednesday, 09 January 2008 |
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Alegent has spent a lot of time creating a more soothing environment, including fireplaces in the waiting rooms, healing gardens and meals on demand, which help make the facilities feel less clinical and more like home. Some of the available personal care options could include simply allowing a pet to make a quick visit to the patient or having staff pray with patients and their families. |
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Tuesday, 08 January 2008 |
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I supervise a large call center for a hotel chain. We hire really eager people and take the time to train them well and after a relatively short time they leave us to go to another job. This causes the turnover rate to be very high. Management is concerned about the high turnover and my boss has asked me to do something to reduce the number of employees who leave. |
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Tuesday, 08 January 2008 |
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