Contact Center Geek

SEPTEMBER 9, 2018

Guest post by Andrew Gilliam About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction. The old survey had been stagnant for about a decade.

Surveys 63

Surveys Technical Support Scripts Customer effort 63

Up Your Service

SEPTEMBER 9, 2018

Join Ron Kaufman for a full-day “The Secrets of Superior Service” workshop in Mauritius on 30 October 2018. This powerful event answers two enormously important questions: 1. How can you continuously IMPROVE SERVICE PERFORMANCE for those you serve inside and outside the company, creating a better experience and more value? 2. How can you BUILD A STRONG AND SUSTAINABLE SERVICE CULTURE, continuously uplifting, encouraging, educating and motivating everyone to serve better and better, e

Education 40

Education Best practices 40

Jive

SEPTEMBER 9, 2018

When communication between management and field staff is not taken seriously, you’re throwing away profits. In fact, the average loss of poor communication is $62.4 million per year for companies with 100K plus workers and $420,000 per year for small businesses with around 100 employees. The key to stopping the loss of money is to make your communication efforts crystal clear between management and employees that work outside of the office—anyone from sales representatives to technicians and r

Construction 50

Construction voip Morale Feedback 50

Up Your Service

SEPTEMBER 9, 2018

On 23-25 October 2018, I am delivering a keynote speech and Leadership Master Class at the GOV HR Summit in Abu Dhabi. The event organizers interviewed me with excellent questions about Leadership, Culture, and the Future. According to you, What are the three important traits of successful leaders and Why? 1. Successful leaders recognize that culturally strong organizations are essential for success in the world today.

Morale 40

Morale Government Engineering Personalization 40

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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

Surveys

TRUSTID

SEPTEMBER 9, 2018

If we’ve learned anything from the past few years it would be that phone fraud doesn’t discriminate. It can hit any business in any industry in any location at any time. How it impacts banks, hospitals, utilities or government agencies may differ, but one thing’s for sure, social engineering over the telephone is a real threat to any organization operating today.

Engineering 52

Engineering Government Banking Call Center 52