People Management
Are Your Call Center Agents Truly Uncoachable?
July 19 by Melissa KovacevicAccording to an SBA survey, Our Customers Leave because…. • 1% die or go out of business • 3% move away • 5% follow a friends recommendation to go elsewhere • 9% leave...
Stop Underselling the Importance of Call Center Intelligence
July 18 by CCW Digital EditorAmid the explosion of industry attention on Big Data, professionals are scrambling to put together robust strategies for managing the wealth of insights emerging through their arrays of customer con...
Scripting Your Way to a Disappointing Customer Experience
July 16 by Brian CantorIf your agents are relying on a script for communicating with customers, those customers unfortunately do not "totally understand." A new study confirms that customers are very savvy when it comes...
Proactive Customer Care Product and Market Report
July 12 by Customer Contact WeekAccording to the 2011-2012 Proactive Customer Care Product and Market Report by DMG Consulting, it costs $5 to $25 for a typical inbound customer service call and potentially less than $.05 for an aut...
Stopping Your Call Center Agents from Quitting So Quickly
July 12 by Greg LevineThe contact center industry has historically been plagued by high employee turnover. Particularly problematic (and expensive) is early agent attrition – new-hires quitting soon after the conta...
The Path to Customer Experience Success
July 10 by Customer Contact WeekEnabling New Organizational Readiness for the Multichannel CustomerThis 2012 white paper from Strativity Group, Inc. reveals the many ways social media and multichannel posts contribute to the custome...
Conquer Europe with Work from Anywhere!
July 09 by CCW Digital EditorYou’d no doubt like to learn more about opportunities to enter the European market, but may not be sure how to go about it successfully. Whereas you’re used to working in a homogenous market, Europe i...
4 Things Your Support Team Should Know...And Your Customers Just Won't Tell You
July 02 by Customer Contact WeekIn a lot of ways, your customers drive your support. But what about the things they never tell you? Things that could turn your customer support into a channel for customer love? Learn the 4 biggest...
How Your Reps are Ruining the Customer Experience (And Why It's Your Fault)
June 28 by Melissa KovacevicStop getting in your agents' way! Learn best practices for empowering agents to deliver for your customers in this exclusive, free webinar, featuring author article Melissa Kovacevic. In a recent...
Using Balanced Scorecards to Motivate Agents and Achieve Enterprise Goals
June 26 by Customer Contact WeekComplimentary DMG Consulting whitepaper -- Using Balanced Scorecards to Motivate Agents and Achieve Enterprise Goals -- courtesy of KnoahSoft. Understand how balanced scorecards generate revenue,...
Ann Taylor Flops in Customer Experience Showcase
June 25 by Brian CantorCustomer service is a performance and not the kind that is delivered with a hairbrush in front of a bathroom mirror. The rise of social media, coupled with an increased market focus on the custome...
Workforce Management: Third Generation Comes of Age
June 17 by Customer Contact WeekWorkforce management (WFM) has been at the foundation of efficient contact center and customer care operations for decades. Today WFM is experiencing a surge in industry interest and demand. The follo...