Latest Resources
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Yesterday at 10:00 AM
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Customer Service
Data
Customer
Metrics
Statisticians have estimated that in a lifetime of 70 years, the average person spends at least three years waiting. Waiting is an inevitable and even necessary aspect of human life. We wait in line at the grocery store, for red lights to turn green, and for movie trailers to finally stop so we can see the movie we paid to see.
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Monday February 20th 12am
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Coaching
Continuous Improvement
Employee
Engagement
Improvement
Manager
Motivation
Retention
Supervisor
Training
In a tough economy, it may not seem like employee retention is a concern. What employers don’t realize is unhappy employees have a plan. The second the economy picks up or another position opens, your staff will flee and leave the company high and dry. It’s time to check-in with employees and see what it’s like to work at your company. Put yourself in their shoes. What is it like to work for you?
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Thursday February 16th 12am
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Budget
Quality
Conference
During the past few years, all of us have been reminded of the age-old fact that resources are limited. With that knowledge, we strive to maximize the value of the resources we do have.
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Thursday September 22nd 2011 2pm
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Process
How can you leverage your call center metrics to improve agent performance and your managers’ ability to motivate, coach and challenge their teams to achieve better results?
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Wednesday August 17th 2011 3pm
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Social Media
Previously recorded on August 9, 2011
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Wednesday August 17th 2011 3pm
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Quality
Previously recorded on July 26, 2011
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Tuesday December 13th 2011 2pm
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Strategy
Continuous Improvement
Executive
In the coming year these are the top 5 concerns every business leader should consider if they are interested in success
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Tuesday October 18th 2011 10am
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Community News
Customer Expectations
Conference
Get involved early! Join us in Orlando April 24th - 26th 2012 by submitting a speaking proposal, becoming a sponsor, and signing up for valuable content...
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Friday October 1st 2010 3pm
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Culture
Employee
Engagement
How can you maintain a high-performing center consistently year after
year? Create a team of confident, satisfied, experienced agents.
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Thursday November 10th 2011 12am
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Listen to a recording of this live show as Rich Hand interviewed Barbara Burke about her book: The Napkin, The Melon & The Monkey How to Be Happy and Successful by Simply Changing Your Mind
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Thursday October 13th 2011 1pm
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Customer Service
Book Review
Listen to a recording of this live show as Rich Hand interviews Joseph Michelli, PhD, Author and Speaker about his most recent book -
The Zappos Experience: 5 Principles to Inspire, Engage, and WOW.
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Thursday May 12th 2011 12pm
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Social Media
Self Service
Rich Hand and Mariann McDonagh, CMO of inContact talk about three of the hottest trends in our industry; self service, social media, and mobile technology.
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Monday January 24th 2011 2pm
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Social Media
Media Contact:
Linda Dickerhoof
VIPdesk
703-837-3507
ldickerhoof@vipdesk.com
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Thursday March 3rd 2011 12am
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Community News
Press Release
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Latest Comments
Thursday February 9th 11am
We have some controversy and hoping you can help......We have a National survey that goes out to members that contacted us with a common "totally satisfied" theme throughout the survey, and for yrs have ended our calls with hope you are totally satisfied with our serivce today. Recently though we took a different approach and concentrated on brandingd and differentiating ourselves in the competitive world. The controversy is the later approach sounds more natural and more member experience oriented(Thank you for being a member and choosing XYZ), but the first I'm told helps gain better survey results. Do you have any experience with, any best practices I could look at, or anyone to contact?
Tuesday January 10th 3pm
Alton, thanks for sharing some excellent thoughts. Resolution #2 makes us very excited - for we've promoted that concept in our helpdesk/service management software since inception in 2002. There are always people who know more somewhere in the company - enlist them to the customer's advantage, to your own advantage - it simply makes for better business. So many vendors are still pushing the same-old helpdesk solutions and process designs - and that may be part of the reason it sometimes still feels like 1995! We, too, look forward to 2012.
Regards,
Richard
Co-Founder and CEO
CobbleSoft International Ltd.
Tuesday December 27th 2011 12pm
An important factor in shopping cart abandonment was not addressed: Forcing a potential shopper into the shopping cart. Shoppers are frequently forced into the shopping cart if they want to find out the price of an item or to determine the shipping charges. Many times an item with a special price or a sale price will require the shopper to view the item in the cart in order to see the special price. And many times the shipping charges aren't available until the checkout process is underway.
With a variety of sources available to shoppers, many will have several websites open simultaneously to compare total cost to acquire rather than an item's list price. When one vendor emerges as the better source, the other vendor sites under consideration are simply abandoned.
Wednesday December 21st 2011 3pm
It is interesting to note that most I/T support contact centers really struggle with the definition of FCR. One always gets into 'what are the benchmarks'? Once I get past the explanation of why there are no benchmarks for I/T support, a protracted discussion begins on the 'exclusion' or 'inclusion' list. Unfortunately there are few signposts to turn to. ITIL doesn't give any treatment to FCR, which is not surprising as the ITIL protagonists have little knowledge of call center processes. Has anyone really done a good job at bridging this gap?
Wednesday November 30th 2011 8am
Two key pieces are missing from this study, in my opinion. First, there is nothing noted here of non-value add tasks in the employees' day-to-day tasks to turnover. I would believe there is a correlation between non-integrated systems (redundant keystrokes and toggling to find information) and employee dissatisfaction. Second, I would believe alignment of employee incentive programs with key business objectives plays a big role in employee satisfaction.