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Archive for the ‘Sales & Service Metrics’ Category
July 21st, 2010 by Seth Brickner
In a previous article on this blog we noted the amazing ROI that sales training can provide for retail employees. Why, then, is this type of training seldom used in a retail environment?
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Tags: sales training
Posted in Industry Issues & News, Motivation & Retention, Sales & Service Metrics, Training & Development, sales | Add Comments »
July 20th, 2010 by Seth Brickner
A long held belief in the retail industry is that it doesn’t make financial sense to invest in sales training for hourly employees. The reasons sometimes cited: (more…)
Tags: sales training
Posted in Industry Issues & News, Motivation & Retention, Sales & Service Metrics, Training & Development, sales | Add Comments »
May 26th, 2010 by Seth Brickner
With so much emphasis placed on call metrics (”the numbers”) these days, it’s important to assess and optimize the environment in which representatives are supposed to achieve those numbers. Improving the work environment can have a substantial impact on call center operations and the behavior that impacts metrics.
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Tags: call center, call metrics, operations
Posted in Coaching & Supervision, Customer Service & Support, Motivation & Retention, Sales & Service Metrics | Add Comments »
May 24th, 2010 by Peggy Carlaw
 A big congratulations goes out to Extreme Networks! They just won the Certified Support Staff Excellence Center Award, at the Technology Services World conference in Silicon Valley. Support Staff excellence is based on a series of training programs for technical support and field service staff as well as supervisors and managers. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores
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Tags: award, excellence, extreme, networks, prestigious, staff, support, wins
Posted in Announcements, Coaching & Supervision, Customer Service & Support, Industry Issues & News, Sales & Service Metrics | Add Comments »
January 7th, 2010 by Peggy Carlaw
Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain.
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Tags: customer loyalty, customer satisfaction, FCR, first call resolution
Posted in Industry Issues & News, Sales & Service Metrics | 7 Comments »
December 31st, 2009 by Peggy Carlaw
 Motorola’s Home Networks & Mobility Division partnered with Impact Learning Systems and TSIA in the Support Staff Excellence program. After a 10 week initiative, with 150 engineers and managers receiving Customer Service Professional (CSP-I) training from Impact, Motorola recorded a 10% improvement in customer satisfaction and a 56% improvement in call resolution rates. In addition, Motorola received the Support Staff Excellence certification, sponsored by TSIA.
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Tags: customer satisfaction, customer service, first call resolution, performance improvement, technical support
Posted in Industry Issues & News, Sales & Service Metrics | Add Comments »
September 2nd, 2009 by Vasudha Deming
This is not the story of the man who started with a red paperclip and—through a series of barter exchanges—ended with a two-story house, although that’s the story that got me thinking about this blog post.
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Tags: buying decision, customer service, marketing, sales process, universal values, value
Posted in Coaching & Supervision, Customer Service & Support, HEART Model, Motivation & Retention, Sales & Service Metrics, Training & Development, sales | 2 Comments »
August 10th, 2009 by Peggy Carlaw
 Some companies just never stop trying to improve. Netezza’s Technical Operations Department had a customer satisfaction score of 99%. The director, John Forrest, wasn’t satisfied and embraced Net Promoter® as a way to improve even further. Net Promoter is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth. It holds companies and employees accountable for customer service and opens the door to customer-centric change and improved performance. John’s goal was a 5% improvement in the Net Promoter score.
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Tags: communication skills, customer satisfaction, customer service, customer service training, technical support
Posted in Customer Service & Support, Industry Issues & News, Sales & Service Metrics | 1 Comment »
August 7th, 2009 by Monica Postell
I saw an inspiring movie this evening about a young woman who feels stuck in an unrewarding job and decides to cook her way through Julia Child’s “Mastering the Art of French Cooking” and blog about it. It made me want to find my mother’s copy of Julia’s masterpiece, break out the butter, dig out my whisks, and cook something that would make my friends and family exclaim “Yum!”
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Tags: customer service, goal setting, goals, performance improvement, personal growth, sales process, technical support
Posted in Customer Service & Support, HEART Model, Motivation & Retention, Sales & Service Metrics, Training & Development | Add Comments »
     
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5 Ways to Grow a Culture of Customer Loyalty
Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software.
