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The performance management process should evaluate and focus on employee engagement in addition to job performance. Engagement involves high levels of identification with one's work in terms of attention, absorption and feeling integrated in the performance of one's tasks and roles. |
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Thursday, 25 August 2011 |
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Have you ever wondered, while you wait on hold for a customer service representative, if there was a way to get your problems resolved without spending your time listening to Muzak? Why couldn’t a company’s computers “hold hands” with another computer, and put the live people in touch when they were both ready? |
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Thursday, 25 August 2011 |
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Customer service straddles the fine line that divides "asset" and "liability" in every business venture. The only way to perfect customer service and turn it into a value-added company proposition is through ongoing training, empowering employees to handle problems on their own, and by leading your staff by solid example. Here are ten tips on perfecting your customer service: |
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Thursday, 25 August 2011 |
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"One thing I often remind business leaders is that they’re not alone in the challenges they face with some employees lacking fundamental understanding and motivation for the need to hold and maintain high standards of good customer care." |
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Thursday, 25 August 2011 |
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You’ve spent millions over the past few decades to make sure they can call you, visit your retail locations, go to your websites, email, chat, use self-service kiosks or various other interaction methods. So the question now becomes: Do you really know what these customers have done outside of the social media silo you’ve just created for them? |
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Thursday, 25 August 2011 |
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The insurance companies that will retain customers in the long run are the those that can develop an overall corporate customer strategy that aligns multiple customer touch points and improves business execution. |
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Thursday, 25 August 2011 |
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Major telcos may be hit with a penalty of $2 million should they fail to comply with a new customer service guarantee (CSG) standard established by the Federal Government in an effort to shield consumers against poor customer service. |
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Wednesday, 24 August 2011 |
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Many companies have common goals for setting up a social intelligence command center, including staying on top of the brand and connecting with customers. Most centers address reactive needs, such as crisis management and customer support, as well as proactive goals, like engagement marketing through social channels. |
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Wednesday, 24 August 2011 |
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At least a hundred former call centre workers have joined a $30 million class action lawsuit against IQT Solutions for unpaid wages, instead of going through the Ontario labour ministry. |
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Wednesday, 24 August 2011 |
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What is the gross profit margin on a customer? In reality, the entire “life time value of a customer” (LTV) is based on seven measurements which every company needs to utilize: |
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Monday, 15 August 2011 |
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