by Salil Gupta July 20, 2016July 20, 2016 What if I told you that the call center could be one of the biggest revenue generators in your entire enterprise? Today, the call center is seen by many COOs as a cost of doing business – a necessary evil – rather than as a revenue-generating group. … Continue reading 3 Steps To Turn Customer Care From Cost Center To Profit Center
by Suzanna Colberg July 12, 2016July 12, 2016 No company wants its worst performers to stick around for a long time. However, for many call centers, this “reverse attrition” problem is exactly what happens. Employees who execute interviews beautifully leave you with the kind of buyer’s remorse even your most bitter customers could only dream … Continue reading Curb Call Center Attrition by Dealing with Poor Performers – Here’s How
by Suzanna Colberg May 28, 2016May 28, 2016 “The most effective customer service is designed to reduce effort at all stages of the customer journey—not just after a sale or when problems arise.” This insight from journalist and market researcher Craig Borowski rings particularly true in an age where digital interaction has become the norm … Continue reading The Rise of Live Chat Support: Is Your Contact Center Ready?
by Suzanna Colberg April 1, 2016April 1, 2016 Your call center agents drive a great deal of your business’s success. In recent years, you’ve probably noticed less-than-stellar customer service interactions can go viral in a matter of hours. But when customer service goes right, the results can be seen everywhere from your profit margins to … Continue reading 3 Types of Call Center Agent Applicants You Shouldn’t Hire
by Kim Campbell March 13, 2016March 13, 2016 Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a little anxiety in … Continue reading We Choose You. Now What? Navigating the First 90 Days with Your Contact Center Partner
Daniel JamesSeptember 14, 2015 There’s no shortage of paramount personality traits to seek out in your contact center supervisors, and chief among those is leadership. And leadership is a fluid quality in a person – just typing “what makes a good leader” into Google can yield thousands of articles, all with different bits of advice … Continue reading How Adaptability Leads to Leadership for Contact Center Supervisors
Oliver JaegerAugust 26, 2015 According to a recent report from the Altimeter Group, 88 percent of organizations are undergoing some type of digital transformation. But what does that mean exactly? According to the Altimeter Group it means “the realignment of, or new investment in, technology and business models to more effectively engage digital customers at … Continue reading Why Your Web CMS Should Be at the Center of Your Digital Ttransformation Efforts
Jeanne LandauJuly 31, 2015 Today’s savvy businessperson is learning more and more that the benchmark of a company’s success lies not in predicting trends or rising stocks, but in something much simpler: Customer Service. But while this may seem like a very back-to basics approach, it is also factual. Seventy-six percent (76%) of consumers feel … Continue reading Keeping Call Center Agents Happy: Why It Matters
As marketing ops goes front and center, columnist Scott Vaughan explains how your team leaders can evolve in their roles. Scott Vaughan on May 8, 2015 Previously, marketing operations was the “island of misfit toys,” as described by Sirius Decisions’ Craig Moore at the Marketing Operations Executive Summit last year. But with roots in strategic planning … Continue reading Marketing’s New Customer Nerve Center: Marketing Operations
Lucy HollowayApril 19, 2015 Spring has sprung Spring seems to have every department refreshing their strategies. And as customer relationship management is more important than ever to deliver the best customer experience possible, contact centres will have to shift their focus and equip their agents with the right tools to do so. For those in … Continue reading Spring Clean Your Contact Center
