Manage Call-Center Performance With Business Metrics

Some facts about call center. It works better, if you pay more attention to coaching. It works better if you measure and control internal process performance. It MUST generate revenue.

Service VS. Location - Which One Wins?

So it comes down to the location of your business, which does not look that promising. You are at the end of the mall, the wrong end. You have major competitors nearby, ones with deep pockets. Do you stay in this location, how can you compete, profitably. In 2005, we assisted a company with this problem, while increasing sales 25 percent two years in a row over each previous year. How did we do it?

How To Give Good Service

A riff on giving and getting a good service, both on and offline. Will the future regard the online services kindly or harshly? It is not that safe in the offline world anyway.

Courteous Customer Service

Customer service and courtesy always go hand in hand. Customer service is not customer service if it is not courteous. Courtesy is usually defined as politeness originating from kindness and exercised habitually.

Expectceed - The New Frontier In Customer Service

The cost for businesses to find new customers is huge. Why not find a resource to maintain customer loyalty. In today's world meeting the customer's expectations is not enough. By utilizing some simple steps your business can understand and exceed the customer's expectations.

Dialing For Dollars Making The Most Of Your Call Center

Predictive dialing is perhaps the most advanced telephony function in modern day call centers. By dialing numerous phone lines for each agent and screening out busy signals, no answers, disconnects, and answering machines, Predictive dialing will increase the productivity up to 300%.

Barney or Training? Which is Better for Your Organization?

Maybe you are thinking about your CSI index and wondering what to do. You have a choice, Barney or Training.

Communicate With Customers - Their way

Knowing how your customers and prospective customers want to hear from you can go a long way toward getting and keeping customers. Picking up the phone has advantages over e-mail.

Customer Service Tips - Serving Without Burnout

If you're troubled by customer service issues, try this approach and start to respond to the customers' complaints with integrity, dignity, curiosity, and a commitment to resolution that serves both parties.

Wow - Super Hero Service

Heroic customer service flies high above the ho-hum service we run into everyday. Super hero service brings customers bounding back and adds great value to the success of any business.

Three Lessons Learned From A Cancelled Flight

Imagine being stuck in an airport with your flight canceled. Now imagine meeting an airline employee who was committed to superior customer service.

Building Customer Loyalty - A Checklist

Building a customer loyalty is the key role for running a profitable business. But how to build customer loyalty for a small business? Thus, give your personal touch that can build a personal as well as business-based community, which can spread your business reputation everywhere that will result in business growth & profits.

The Latest Wrinkle in Customer Service - Blame the Customer!

Today's warranty service personnel are being trained to fix the blame instead of fixing washers and dryers, according to the best-selling author of MONITORING, MEASURING & MANAGING CUSTOMER SERVICE, who offers a stunning personal example in this article.

How to Handle Customer Complaints -- A Look at Customer Retention

Customer service can be somewhat of a fine art at times. An unhappy customer can challenge business owners today on a multitude of levels. For many, the simple thought of dealing with an unhappy customer can make some business owners break out in a cold sweat.