Statistics consistently reinforce that the biggest challenge in today’s contact center environment is agent training.  Turnover continues to be high; new hire costs are on the rise—I’ve seen anywhere from $6500 to $10,000 quoted per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line.  What can you [...]

How do you define good customer service? Does that simply mean the satisfactory marketing and sale of a product or service to a customer or does it mean something else? Is providing good customer service, good enough? In these days of below average customer service, you may think providing good service will set you apart [...]

Good customer service is the best way to keep customers coming back to your business. super stores that have hundreds of employee’s, these companies do not give their workers enough incentive to be customer friendly, and they don’t seem to insist their employees use the customer training tips that are provided during their training. Businesses [...]

It almost goes without saying that good customer service is essential to sustaining any business.  No matter how wonderful a job you do of attracting new customers, you won’t be profitable for long unless you have a solid customer retention strategy in place – and in action.  It’s the actions that count – not what [...]