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The Foundation of Customer Satisfaction? Teach Your Team to Build Rapport
The numbers are in—the edict has been passed down through the channels and the ball is now in your court. “Increase customer satisfaction scores.” Or, “Drive more sales.” Or, the nebulous “Build better rapport with customers.”… [more]
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Tracking Customer-Focused Metrics
For years, contact center managers have been measuring operational metrics like average handle time, average hold time, turnover, sales per representative, average time to respond, and so on. But are these the most important metrics… [more]
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The Employee Experience: Motivate, Empower, Invest
There’s a concern brewing in employers everywhere. If the economy keeps moving in a positive direction, employees may take their talent elsewhere. A trend for 2012 is improving the employee experience.
Douglas Matthews, president… [more]
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The Role of Consistency in Professional Support - Part 1: Employee Coaching
Consistent support is fundamental to maintaining high customer satisfaction scores, customer loyalty, and customer longevity. It is a key element in world class service. Customers generally do not care if you have one call center in… [more]
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The Role of Consistency in Professional Support – Part 2: Troubleshooting Skills
Consistent troubleshooting skills are integral to providing world class customer service in support centers. Customers want timely, professional, and consistent issue resolution – every time.
Benefits of Consistent Troubleshooting… [more]
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Employee Satisfaction: It Starts With You
When managers hear they need to improve employee satisfaction to achieve customer satisfaction, they often don’t know where to start.
Employees are at the front line, assisting customers first hand. If employees are unhappy, there’s… [more]