Contact Center ARCHIVE

Customer Intimacy: Getting Past the First 15 Seconds  Oct 17, 2007 11:59 PM By Kathryn Jackson

Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.

Dark Days for Offshore Service?  Oct 10, 2007 9:46 PM By Kathryn Jackson

Have you off-shored any of your customer contact operation? If so, how do you ensure there are no

Should customer service reps sell?  Oct 01, 2007 9:30 PM By Joanna Brandi

Customers love to buy. We love when someone helps us solve a problem, meet a need, satisfy a desire, or do something nice for ourselves. If it’s true,

Study: Southerners more likely to register a complaint  Sep 25, 2007 7:32 PM By MCM staff

According to a recent Customer Experience Impact Report by Harris Interactive on bad call experiences 80% of customers will go to competitors after a bad call–up from 68% in 2006. But an interesting breakdown in the report was the bad call experiences by geographic regions and the behavior associated with geography.

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.

Transforming Agent Training Through Performance-Based Learning  Sep 25, 2007 7:23 PM By Marianne Langlois

An approach called

9 Quick Tips For Being an Employer of Choice  Sep 25, 2007 7:19 PM By MCM staff

Does your contact center have what it takes to be the employer of choice in your area?
Kathryn Jackson, founder of Ocean City, NJ-based Response Design Corp. lists just some of the must-haves to attract the best contact center candidates

Giving FEEDBACK  Sep 01, 2007 9:30 PM By Liz Kislik

Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,

3 Ways E-learning Pays  Aug 15, 2007 8:25 PM By MCM staff

Once thought to be too expensive for the call center, e-learning is hot. Through the Web, E-learning allows your customer service reps to brush up on customer service skills or training between calls and shifts. This is the first in a three-part series on the value of e-learning.

5 Steps to Disaster-Proofing your Contact Center  Jul 31, 2007 8:59 PM By Gary A. Pudles

Contact centers have become the arteries of organizations, enabling customer care, retention, inbound and outbound sales, fundraising and donations, and direct response. So before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.






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