Overview

Your Customers Are Talking, But Are You Listening?

Posted on 25 February 2013 by

Each morning, I visit a few of my favorite business sites online to see what’s taking shape in the world. While going through my rounds the other day, I came across an article about the impact of bad customer service and how it can end up costing you in the long-run. Novel concept I know!

The article focused on a large media company and how years of bad service has cost the company many of its subscribers. Today, the company is undergoing a $50 million ad campaign in an attempt win back old customers and gain new ones, while trying to [...]

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How to kick start your at-home agent program

Posted on 22 August 2012 by

The interest in recruiting and hiring for “at-home agents” has become increasingly popular over the past few years. The possibility of increased productivity from home-based employees coupled with the ability to cut cost simultaneously has proved to be an intriguing business case to most companies. However, companies are still not quite sure which policies to adopt and what first steps to take to address moving from a brick and mortar environment to a home-based one.

Fortunately, over the past few months, I had the opportunity to attend and speak at a few at-home agent (remote agent) conferences/summits on behalf [...]

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How to Become a Now Organization

Posted on 17 January 2012 by

It’s important that companies recognize that their reputation can be made or broken in real time.  There should be no worse feeling than that of not knowing how your customers actually feel about your business.  As Jeff Bezos, Amazon CEO once stated, “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”  As pointed out by Jeff, in the internet age an unhappy customer will post their experience on Twitter, Facebook, their blog or another form of social media.  And [...]

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Getting Ahead with Workforce Optimization

Posted on 10 October 2011 by

When I was younger, I would always ask my dad, why he used the same shaving cream. Why did he only use Crest Toothpaste.  Or why he wouldn’t look for a new job after experiencing difficult times at work.  And each time his answer was simple: loyalty.  That was just how his generation was built, if you find something good, you stick with it.  Unfortunately, loyalty is no longer a common practice in the 21st century.

So what exactly does this mean?  It means that we’re in a new era, an era of information, the web, social media and [...]

Category: Best Practices, Contact Center, Workforce Optimization | One comment