Flavio Martins Customer experience is more than just service. Stephen Covey, best-selling author, teacher, and mentor, was a master of customer experience. With Covey’s passing, I dedicate this post to Covey, a master of experience who taught us to think abundantly and be willing to share and help those who ask for assistance. Covey’s “7 Habits … Continuar leyendo Stephen Covey’s 7 Habits of Highly Effective Customer Experience
Categoría: Insights
Expert’s Angle: Analytics and the Future of Contact Centers: The Decade Ahead
Robert Archambault This series will explore some of the major trends that will impact contact centers of all types over the next ten years. While every attempt to give general terms and general examples are being made, specifics may be different for every type of call center, business operations or strategic purpose for the center. … Continuar leyendo Expert’s Angle: Analytics and the Future of Contact Centers: The Decade Ahead
How To Make Your Company A Talent Magnet, Even In Tough Markets
BY J.T. O'Donnell While chatting with a CEO based in San Francisco recently, he commented on the talent shortage for software engineers in his area. "Unemployment is at zero percent for those folks," he said with a grunt. "Twitter, Google, and Facebook have sucked up all the decent ones." It's hard to imagine a talent shortage … Continuar leyendo How To Make Your Company A Talent Magnet, Even In Tough Markets
Less is More (Better): Building Fewer and Smarter Metrics
Francoise Tourniaire is the founder and principal of FT Works. FT@ftworks.com A few service organizations function with too few metrics: they are flying blind. Virtually all others are drowning in metrics, too many of them and often the wrong kind. If you are feeling overwhelmed, it's time to step away from the flood and redesign … Continuar leyendo Less is More (Better): Building Fewer and Smarter Metrics
Expert’s Angle: Why Customer Service Reps Don’t Sell… and What You Can Do About It
Ron Volper Your customers are now three times more likely to leave you and go to your competitor across the street - or across the globe - than in the year 2000. So it’s essential that you transform your customer service group into a customer sales group. Yet 40% of reps in call centers are … Continuar leyendo Expert’s Angle: Why Customer Service Reps Don’t Sell… and What You Can Do About It