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Average Talk Time and The Emperor’s New Clothes
In Hans Christian Andersen’s short tale of The Emperor’s New Clothes, a vain Emperor who cares for nothing but his appearance and attire hires two tailors, who are really swindlers, who promise him the...
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Do you know how to calculate your Contact Center’s ROI?
Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value;...
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5 Ways To Build Loyalty Via Your E-Commerce Site
Most businesses understand the importance of creating and nurturing customer relationships to build loyalty. Many companies do an effective job of establishing rapport and making customers feel...
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How Much Is A Good Customer Service Representative Worth?
October 1st through the 5th is National Customer Service Week. It was established by the International Customer Service Association (ICSA) in 1984 and proclaimed a national event by the U.S. Congress...
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Cost Cutting Can Be A Leading Indicator of Unhappy Customers
Many years ago, before I started my own business, I worked for a Fortune 100 company. I had started as an account executive, ran a large contact center, was promoted to General Manager, and...
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Is Good Customer Service Really a Good Investment?
MSN Money recently published an on-line article highlighting those companies who were named to their Customer Service Hall of Fame. The research establishing these ratings clearly suggests that...
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