Tag: contact center

5 Tips For Leaving A Memorable Last Impression With Consumers

Filed in Blog, Call Centers, Customer Service by on April 9, 2013 1 Comment
5 Tips For Leaving A Memorable Last Impression With Consumers

You never get a second chance to make a first impression.  Nobody knows that more than contact center professionals.  Most consumers do not take the time to call your company with a question or complaint and those who do will most likely only call once in their lifetime.  So you only get that one opportunity …Continue Reading

Case Study: Email Quality Monitoring-You Don’t Know What You Don’t Know

Filed in Blog, Call Centers, Customer Service by on March 5, 2013 1 Comment
Case Study: Email Quality Monitoring-You Don’t Know What You Don’t Know

A client of ours has been conducting quarterly studies with us to keep a pulse on their consumer satisfaction scores throughout the year.  Their scores were high and comparable to other companies in our benchmarking database.  However, our client wanted to move the needle from good to great. The Challenge:  You don’t know what you …Continue Reading

Do you know how to calculate your Contact Center’s ROI?

Filed in Blog by on June 6, 2012 0 Comments
Do you know how to calculate your Contact Center’s ROI?

Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value; managers of contact centers need to be able to document and demonstrate their worth. What are the four primary components of an ROI formula to …Continue Reading

Do Contact Center Representatives Feel Connected to the Brand?

Filed in Blog, Customer Service by on May 2, 2012 0 Comments
Do Contact Center Representatives Feel Connected to the Brand?

  Research has shown that the more connected a representative is to the brand they represent, the greater the probability that they will be able to effectively communicate with current and potential customers about the product’s benefits and features. Many companies recommend that their associates use the products the company sells as one of the …Continue Reading