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Do your agents compete against each other, each trying to see who can be more efficient and productive? Do they take every chance to sabotage others’ progress so that they can earn promotions for themselves? Are your sales, legal, and administrative departments constantly at odds with each other, unable to understand why the other departments […]

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It’s a fact. People are working with people in other countries, in other cultures, with different worldviews. Global communications  isn’t just being able to speak a language; it’s the culture, the unspoken values, the subtle cues, the assumptions, and the way people live. For the global contact center, the business using an offshore call center, […]

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How many people are too focused on the mechanical aspects of queues and don’t focus on the softer psychological aspects? You could be missing out on valuable insights that could be employed to increase customer satisfaction. Many call center managers view reducing wait time as an end in itself. It isn’t. Then end goal is […]

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How many people hate to wait? How many abhor the bore, the chore, of being placed on hold? While there are many elements to a great contact center experience, waiting time is one of the most visible. There’s few things as tangible and immediate as reducing customer wait time for service. Most managers know that […]

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John Ragsdale, a contributor to SearchCRM.com, published a very interesting article today on the evolution of inbound support centers from cost centers to profit centers. Ragsdale further notes that, while consumer operations have widely embraced running support as a profit center, B2B marketers have been much slower. In the article he posts a chart sourced […]

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Google+, Google’s new social media service currently in a public beta, has garnered a fair share of positive reactions since the beginning of its invitation-only testing phase. However, businesses’ use of the service is very much in its infancy. Michael Dell, Dell’s chairman and CEO, aims to change that. The executive recently posted on Sunday […]

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Your customers are annoyed at you. When your call center agents do annoying things, it has a large influence on their perception of your business. For most customers, the only interaction between them and your company is through your customer service agents. Agents are the front line in keeping your customers happy, yet many companies […]

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Good service is good business. If you don’t know the value of great customer service, you might be holding your business back. I don’t mean only in customer satisfaction; I’m also talking about profits. Great service equals great profits. Consider the following experiment that Arthur Hughes of The Database Marketing Institute recently related in his […]

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Hosted services, cloud computing, new technologies, customer experience, voice of the customer–there are so many new developments in the contact center front that it’s often easy to forget about your employees. Can they deal with change? Are you doing everything you can to ensure the new technologies or processes you are introducing will be successfully […]

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Do you pay attention to your call center security? What if a former employee was able to collaborate with criminals, access your system, and take sensitive customer financial information? How many of your customers would be at risk? Thousands? Now think how many customers would want to stay with your business after losing their accounts […]

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