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Customers are delighted -- and loyal -- when we understand and respond to their specific needs. The same things are not important to all patients. Some personality types value relationships and want to feel deeply appreciated and known on a personal level. Some are very business focused, and just want the bottom line in terms of cost and time; others value comfort and avoiding pain and nothing else really matters. |
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Monday, 17 December 2007 |
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What is it about interacting with customer service that seems to drive us off the edge? Is it the incessant lack of logic and rationality that we have to face? No matter which industry - telecom, credit cards, insurance, you name it - the same problems keep creeping up all the time. |
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Friday, 14 December 2007 |
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Conventional views of the relationships among employee attitudes, customer requirements, and financial performance have emphasized their sequential nature. You can think of these variables as successive links in a chain, in which each variable affects the next to drive some ultimate outcome. This perspective suggests that engaged employees create engaged customers who foster organizational success by delivering positive financial outcomes. |
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Thursday, 13 December 2007 |
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Given positive testimonials from both clients of outsourced home agent programs and the home agents themselves, it's hard not be positive about the trend. As home agent programs expand further, perhaps a few commuters still stuck on the highway will begin to notice a little more breathing room. |
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Thursday, 13 December 2007 |
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This time of year is always exciting for me. December gives us a chance to reflect on the last 11 months and take a critical look at what went right, what went wrong, and what we should work on changing for 2008. |
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Wednesday, 12 December 2007 |
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One recurring theme for me and for many of the owners who I interact with is the issue of employee engagement and empowerment. The question asked is — ‘How can I get my people on board and excited about (fill in your topic)?’ |
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Tuesday, 11 December 2007 |
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During the holiday season many employers recognize employees for their hard work and contributions throughout the year with parties, bonuses and gifts. These annual rewards are important to boost employee morale, but so are demonstrating ongoing appreciation for individual excellence throughout the rest of the year. |
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Tuesday, 11 December 2007 |
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Contact center executives are responsible for what their agents say, do and don't do. This challenge is becoming even more significant in today's era of rampant outsourcing. Moreover, compliance is growing in importance due to corporate scandals and a wave of new regulations. |
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Tuesday, 11 December 2007 |
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In today's 24/7/365 world, customers want to get information or solve problems on their own terms, not those predefined by a company. Aggregating customer information across all the ways customers interact with your company makes it possible for busy customers to use self-service channels to quickly and easily address their concerns |
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Monday, 10 December 2007 |
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You were anticipating a raise. Instead you got blindsided by a less-than-stellar performance review. Whether you expected one or not, a poor evaluation isn't something you look forward to receiving. But what's often more important than the news itself is how you react to it. |
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Wednesday, 05 December 2007 |
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