Sat.Jan 08, 2022

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My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

Beyond Philosophy

We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationships are more difficult than others, for sure. That is to be expected in any organization. However, there are other customer relationships that have moved beyond difficult. The costs of the resources it takes to manage the many aspects of doing business with them has outgrown the revenue the generate.

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Courtesy Callback: Smoothing the ebb and flow

Global Response

The peaks and valleys of call volume roll through a contact center like waves on the beach. They are a given, day in and day out. We are always on the lookout more. The post Courtesy Callback: Smoothing the ebb and flow appeared first on Global Response.

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Episode #1 – Plain Language At Work

Russel Lolacher

In episode one of Relationships at Work, I chat with Leslie O’Flahavan , as we discuss how we communicate with each other in the workplace and how incorporating plain language can benefit your relationships with others. Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service an

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5 ways to be a good knowledge manager

Knowmax

5 ways to be a good knowledge manager.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Episode #2 – Why Are We Not Listening to Feedback at Work

Russel Lolacher

In episode two of Relationships at Work, I dig into an INC.com article on a study by Explorance and Wakefield Research to probe employees attitudes on workplace surveys in their hope to uncover the causes of employee satisfaction or dissatisfaction at work, and it’s possible linkage to employees leaving. Check out all the episodes of Relationships at Work.