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Help Yourself  Nov 01, 2002 10:30 PM By Liz Kislik

Has it struck you that personal service seems to be diminishing, if not outright disappearing? Companies rely more and more on tools like interactive

Write Away  Jun 01, 2002 9:30 PM By Liz Kislik

Electronic mail may seem quick and casual, but it’s far from easy to manage operationally. Considering how many people hate to write or find writing a

Letting Go  Mar 01, 2002 10:30 PM By Liz Kislik

The changes in economic and social conditions in the past year have been accompanied by significant contractions in staffing levels in organizations of

Any Questions?  Feb 01, 2002 10:30 PM By Liz Kislik

In a previous column, I made recommendations in response to frequently asked questions about procedures. This column covers three of the more common concerns

Customer Care: Coaching CSRs to Win  Nov 01, 2001 10:30 PM By Liz Kislik

If you were to sit in on a typical training session in most customer contact centers, you’d see the trainer standing in the front of the room lecturing.

At Your Service  Aug 01, 2001 9:30 PM By Liz Kislik

Organize your menus and prompts to be mutually exclusive Recently, I’ve been asked a half dozen or so questions repeatedly in seminars, phone calls, and

Civil Discourse  Jun 01, 2001 9:30 PM By Liz Kislik

Periodic meetings are needed in units with four or more workers In the work that I do with client companies on targeted change and improvement programs,

Payoff from Payout  Feb 01, 2001 10:30 PM By Liz Kislik

Pay employees well and they’ll work hard and be happy – true or false? In the numerous published rankings of ten conditions that have the most impact

Whine On  Nov 01, 2000 10:30 PM By Liz Kislik

It’s good for the company when customers complain. All the customer service literature says so, and most managers say so too. When customers let you know

people  Sep 01, 2000 9:30 PM By Liz Kislik

Too Close for Comfort Depending on which surveys you read, online consumers now rank their concern for the security of their personal information above

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