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Getting It Right, Up Front 22 Aug 2013 | 11:30 pm
The importance of early and correct problem descriptions by frontline technical support I recently had a ten-hour layover in Amsterdam on a business trip. So I decided to take the train into town. I ...
Customer Service Tip of the Day: How to Implement Human-Centric Customer Service 20 Aug 2013 | 10:43 pm
Do you know what one of the most challenging issues facing call centers and large customer support service providers is? It’s not the common irritants you may typically think of, such as high-employee...
How to be the Best Manager, Trainer and Coach to Your Employees: Tips from… Whoopi Goldberg? 15 Aug 2013 | 10:10 pm
Well, maybe not directly from Whoopi Goldberg, but from her character Sister Mary Clarence in the film “Sister Act.” I recently saw this movie on television; and, having never seen it previously (it c...
Ensuring Your Customer Service Initiative Will Be Successful: The First Key 13 Aug 2013 | 11:19 pm
Too often we hear about initiatives that start with a burst of energy and enthusiasm and quickly peter out becoming a disappointing “flavor of the month.” If that happens often enough you lose credibi...
Lessons on Internal Team Building from Eddie Lampert and Sears 8 Aug 2013 | 09:59 pm
In a world where new business models are being re-imagined and industries are applying their approaches to different corporate structures, it’s worth examining the successes and failures of these meth...
Looking at the “C” in FCR 6 Aug 2013 | 10:34 pm
Reading up on call center metrics, you will most likely encounter the acronym FCR, which stands for First Call Resolution. FCR scores track if customers’ needs were properly addressed the first time t...
Tried and True Coaching Tips for Difficult Employees 1 Aug 2013 | 11:09 pm
If you are in management at a call center or for a customer support/service organization, you will undoubtedly face the task of coaching and managing difficult employees. Call centers and customer sup...
Call Center Industry News — Customer Experience Best Practices 30 Jul 2013 | 09:53 pm
The Best Contact Center Information From time to time we like to share industry information that can help our readers. This is the July issue of Contact Center Pipeline, featuring articles like: Co-...
Are You Up-to-Speed on the Latest Call Center Tech Trends? 25 Jul 2013 | 09:43 pm
The technology employed in call centers is a bit like a sand dune – it is constantly shifting to adapt to customer preferences and habits. It may seem that just when your call center and team have bec...
PRINTOUT: Top 10 Customer Service Skills – Keep a Copy at Your Desk 23 Jul 2013 | 11:01 pm
If you start your career as a customer service representative (CSR), you are given some basic training from your manager to get you acquainted with the company, the products or services you will be re...
