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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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Bad customer service isn't young people's fault – at least not exclusively. But there's nothing like a good generational war to stir up a little nationwide publicity |
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Tuesday, 08 January 2008 |
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It was early in the morning, and I had awoken with the sudden, sinking realization that a present I had bought for one of my sons hadn’t yet arrived. It wasn’t just any present either; it was a PlayStation 3, a $500 item, and a gift, I happened to know from my sources, that he was hoping for. |
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Monday, 07 January 2008 |
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Investment in training and career development is set to grow in 2008 as companies devote more resources to non-pay related strategies to keep their staff motivated and engaged, according to findings from Mercer's 2007 European Total Rewards Survey. |
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Friday, 04 January 2008 |
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If the people you work with and your direct reports were offered equivalent or slightly better compensation elsewhere, how many would stay with your team? How much of a difference in pay or benefits would it take for a good employee to jump ship? |
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Friday, 04 January 2008 |
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The year 2008 won't be a stellar one for retailers, but analysts say merchants can still chart profitable growth in a downbeat sales environment if they cozy up to their customers like never before. |
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Friday, 04 January 2008 |
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Until recently, businesses would nod sagely about the need to ‘improve the customer ‘journey’ yet, when it came to taking investment decisions, the harsh reality was that the customer would be all but forgotten in the drive for greater operational efficiencies and a better bottom line. |
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Friday, 04 January 2008 |
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Much has been written about the importance of companies understanding and addressing customer needs. The majority of the efforts we have witnessed focused on identifying areas of dissatisfaction, planning to address those problems, and resolving them. |
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Thursday, 03 January 2008 |
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Being a worker isn't getting any easier. We're moving from traditional pensions to 401(k)s, full-scale health insurance to consumer-driven health plans and steady annual salary increases to one-time "pay for performance" bonuses and incentives. |
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Thursday, 03 January 2008 |
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Happy New Year! It's 2008, and the race for the customer continues at a fast clip. To win, you have to realize that it's a relay of sorts: Every department that impacts your customer throughout the lifecycle of that relationship must hand the baton off smoothly. |
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Thursday, 03 January 2008 |
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