The One Sure-Fire Way to Create Customer Confidence

You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in one simple sentence:
Don’t do what you say you’re going to do.
Don’t follow through. Miss a deadline. Show up late. Don’t call back when you promised. The list can go on and on. All of these are examples of how many people – and many companies – destroy a customer’s confidence, thereby destroying the customer’s loyalty.

The American Management Association and Institute for Corporate Productivity surveyed more than […]

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both?

In the last two months, I’ve written about employee effort and employee empowerment. This month, I’m going to tackle employee efficiency.

How is that different from the […]

Read More

 0

Solving BPO Challenges with Intraday Automation

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set of challenges.

Typically, the reason an outsourcer has the business in the first place is because […]

Read More

 0

Home-Based Heroes Need Agent Coaching Love, Too!

It’s hard enough to coach with agents in your center who sit close by, but it can be even more challenging coaching with those farther away.

Many home agents are part of skills monitoring and coaching […]

Read More

 0

Social Customer Service Equals Positive Experiences

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.

I […]

Read More

 0

Supercharging Your WFM with Intraday Automation

With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday automation and workforce management. Most think that intraday automation is just another workforce management product. It […]

Read More

 0

Turning “Little Data” into Big Productivity Gains

There’s been a ton of talk about “big data.” And rightly so. Big data has the potential to completely change how you treat customers based on a better understanding of their behaviors. It’s a great […]

Read More

 0

Employee Empowerment Increases Productivity

When we empower employees, does that impact their productivity?

Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely […]

Read More

 0

Complete Agent Disengagement in One Email

I recently saw an email that was a good reminder to all of us that the words we choose to write can convey a very different meaning from what we intended to say, especially when […]

Read More

 0