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The rulebook should not become an excuse for poor customer service or an obstacle to great service. Almost everyone has at some point experienced a situation where a customer service representative has blamed the rules for their inability to help. |
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Wednesday, 01 September 2010 |
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AmEx and a handful of other companies say they ARE listening. They're taking call center reps off-script and off the clock, giving them scope to solve callers' concerns. The result, they say, is happier customers and, equally important to the bottom line, happier, more productive employees. |
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Wednesday, 01 September 2010 |
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The study found that contact center satisfaction is only 58 out of 100 when the call is handled by an offshore agent, compared to 79 for U.S.-based agents. To put a score of 58 in perspective, satisfaction with the IRS is about the same, with a score of 55. |
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Wednesday, 01 September 2010 |
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About 80% to 90% of employees should get some reward every year. "A lot of companies worry that this sounds like 'everyone is a winner' thinking," says Globoforce's Mosley. "But when you're trying to reinforce certain behaviors, you need to constantly recognize them." |
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Wednesday, 01 September 2010 |
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If employees are to perform well at work, there needs to be a certain amount of procedures in place to ensure a calm and ordered work environment. Some of the main factors that hinder employee performance include the following: |
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Wednesday, 01 September 2010 |
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In today’s competitive environment, call center managers are under more pressure than ever to reduce costs while improving efficiency levels and overall customer satisfaction. And it’s no surprise that exceptional customer service support leads to an increase in customer satisfaction. |
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Wednesday, 01 September 2010 |
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My employees get busy working in the back of our retail shop and then don’t answer the phone or help out up front. How can I get the point across that we all have to take care of customers? |
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Wednesday, 01 September 2010 |
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Online businesses can sometimes fall short of the customer service measures that brick-and-mortar stores have in place, but they don't have to if they aim for a personal touch. |
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Wednesday, 01 September 2010 |
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Home workers, such as Quigley-Hogan, represent one of the cheapest models for customer service. There are an estimated 60,000 people doing call center work from home. |
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Wednesday, 01 September 2010 |
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Despite significant effort to improve employee engagement, it remains at an all-time low among the U.S. workforce. This has sparked a surge in valuable guidance on how to transform disengaged workers into engaged employees. |
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Wednesday, 01 September 2010 |
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