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Are You Selling Your Customer Service Team?

Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service experience. Other surveys say we have a 60-70% probability of selling to an existing customer versus less than 20% probability of selling to a new prospect. And another survey reported that only 1% of business-to-business [...]

By |July 14th, 2015|Training / Coaching, Workforce Infrastructure|

Employee Effort: Are They Just Spinning Their Wheels?

There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a away to measure this effort, using the customer effort score (CES). [...]

By |April 23rd, 2015|Workforce Infrastructure|

Investing in Your Frontline Workforce is Good for Business

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that when frontline employees are satisfied and can operate at peak efficiency, things like productivity, performance and customer satisfaction are sure to follow. In other words, that the investment made will be well worth it. A recent [...]

By |April 16th, 2015|Training / Coaching, Workforce Infrastructure|

3 Myths About Millennials and Agent Motivation

 Millennials: it’s the name given to the generation following Generation X. Millennials were born around 1982. They are confident, civic-minded, highly connected, and – in many contact centers – they make up a large percentage of your new frontline workforce. Agent motivation for your Millennials is a must, or they will ultimately become part of your [...]

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question you can answer is what do your customers really want? In the contact center, it’s simple: speed and accuracy. Customers aren’t looking for a relationship, they just want to get in and get out. They [...]

By |January 16th, 2014|Workforce Infrastructure|