Call Center Agents are Your Brand! Call Center Identity Crisis (Part 2)
In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple...
View ArticleClik here to view.
Is Your Call Quality Sheet Capping Your Net Promoter Score?
When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score? Or have you ever considered this at all?...
View Article6 Ways to Advance Your Call Center Performance (Part I)
Optimizing call center performance can be a tricky proposition for call center leaders and managers. There is so much to think about – systems, processes, technology, customer service agents,...
View ArticleClik here to view.
6 Ways to Advance Your Call Center Performance (Part II)
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leadersare under more pressure than ever to ramp up...
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How Many Angry Customers Are You Creating at $15 Each?
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “Uh, Oh! Call Center Reps Gone Wild!” In it, John writes rather colorfully about the apparent...
View ArticleClik here to view.
Call Center Leaders Must Step Up to Boost Call Center Performance
One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day, the regional call center director of our company, I’ll...
View ArticleCall Center Agents are Your Brand! Call Center Identity Crisis (Part 2)
In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple...
View ArticleClik here to view.
Is Your Call Quality Sheet Capping Your Net Promoter Score?
When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score? Or have you ever considered this at all?...
View Article6 Ways to Advance Your Call Center Performance (Part I)
Optimizing call center performance can be a tricky proposition for call center leaders and managers. There is so much to think about – systems, processes, technology, customer service agents,...
View ArticleClik here to view.
How Many Angry Customers Are You Creating at $15 Each?
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “Uh, Oh! Call Center Reps Gone Wild!” In it, John writes rather colorfully about the apparent...
View ArticleClik here to view.
Call Center Leaders Must Step Up to Boost Call Center Performance
One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day, the regional call center director of our company, I’ll...
View ArticleCall Center Agents are Your Brand! Call Center Identity Crisis (Part 2)
In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple...
View ArticleClik here to view.
Is Your Call Quality Sheet Capping Your Net Promoter Score?
When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score? Or have you ever considered this at all?...
View Article6 Ways to Improve Your Call Center Performance (Part I)
To improve call center performance can be a tricky proposition for call center leaders and managers. There is so much to think about – systems, processes, technology, customer service agents,...
View ArticleClik here to view.
How Many Angry Customers Are You Creating at $15 Each?
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “Uh, Oh! Call Center Reps Gone Wild!” In it, John writes rather colorfully about the apparent...
View ArticleClik here to view.
Call Center Leaders Must Step Up to Boost Call Center Performance
One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day, the regional call center director of our company, I’ll...
View Article
