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Best Practices for Up-selling and Cross-selling in the Contact Center  Mar 28, 2012 3:22 AM By Kathleen Peterson

Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives

Optimizing the Customer Experience  Sep 25, 2007 7:28 PM By Kathleen Peterson

A recent survey published in USA Today, indicates that 45% of customers identify customer service as the biggest influence on remaining loyal to a company. Clearly customers will stop doing business with companies due to the quality of the experience.

Awaken From The Customer Relationship Coma  Aug 28, 2007 8:52 PM By Kathleen Peterson

The word coma means deep unconsciousness which seems to be the state to which some customer care organizations have evolved. How this happens is a curious combination of submission, negligence, and just-plain burnout from the battles and demands customer care professionals often face routinely.

What Is a Quality Call and How Do We Know When We Have One?  Feb 28, 2007 9:52 PM By Kathleen Peterson

Quality is more than what happens within a phone call in today

Seven Steps for Making Your Case to Senior Management  Jun 27, 2006 8:12 PM By Kathleen Peterson


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