When to Use Customer Service Games in TrainingCustomer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I've seen too many games used just because--well, I'm not sure why. The game was fun, but didn't increase learning or help participants perform better...
HP Focuses on New Communication SkillsCongratulations to Aileen Allkins, Vice President of Global Support Delivery at HP, for her efforts to improve the customer service skills of HP’s support engineers and managers.
Consistent world class support is a high priority for HP, so they decided to p...
A Little Rapport Goes a Long WayNo matter what product or service you offer, selling to a customer you have truly connected with is much more fulfilling than a sale to just some random customer whom you’ll never think of again. Not only will you come away feeling excited and optimistic, but ...
7 Tips for Coaching Difficult EmployeesWhether you’re a manager, supervisor, or trainer, one of the inevitable aspects of your job is the need to deal firmly and fairly with problem employees. Just as there are any number of reasons why an employee can become a problem—bad attitude, inability to do...
Creative Employee Incentives Providing incentives for employees is a great way to boost morale, productivity, and promote a harmonious work environment. Even more importantly, offering incentives to your employees in a non-traditional and creative way allows you to keep track of improveme...
The Employee Experience: Motivate, Empower, InvestThere’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 and chief operating officer...
Tracking Customer-Focused MetricsFor 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 to measure?
What’s importa...
Upselling and Cross-selling by Customer Service and Support TeamsAs the economy recovers, many companies are looking for opportunities to claw their way back to pre-recession sales levels. And companies that fared well want to be sure to keep their customers as competition in the playing field grows.
Who’s upselling and cr...
