Articles

They are friendly but have no idea how to get you interested in the product or services they are trying to sell. They were hired in a Customer Service focused role and now they have to sell. So what is really going on? Read more

If a customer service representative’s slightly-errant word choice is capable of damaging your customer experience, odds are good that the experience is already broken. Read more

Before focusing on specific strategic blueprints for maximizing social media, leaders need to assure they do not fall victim to the most fundamental of pitfalls; one which, in and of itself, can completely cripple the organization’s ability to ever succeed with social media. Read more

The buzz and instruction frequently encountered by call center leaders does not necessarily align with what they perceive as most crucial to success. Read more

Think how damaging it could be if even ONE negative review of your restaurant ended up on Yelp. Now consider the impact of systematically driving a substantial chunk of an entire race to share the same ill-will. Read more

Last night you were told by senior management to “do less with more” in your contact center. You can stop celebrating now – it was just an “opposite” dream. Read more

Sometimes little comments can make big waves. That was certainly true of a comment made during a brainstorming session at Customer Management IQ’s 7th Annual Call Centre Week Canada. Read more

What did the high-level professionals in attendance at Call Centre Week Canada have to say about strategies to re-energize the call centre workforce? Read more

For example, just because the agent didn’t say the customer’s name three times doesn’t mean it was a poor call. Similarly, even if he did, it doesn’t mean it was a good call. Read more

A recent customer service comment made me wonder how managers view their customers behind closed doors. Read more

Sometimes, we just can’t change an employee’s behavior because they don’t want to change it. You can read 1,000 books and articles on all the wonderful coaching ideas out there, try them all and that “problem” employee still isn’t going to change. Read more