Archive for the year 2008
New Buzz Coming in 2009
December 22, 2008
Buzz Author: Jeff Hazel
Be sure to join us in 2009 for the latest buzz on all things Relationship Management and managing customers and employees.
In the meantime, be sure to check out our newest Commentary blog and instant poll.
Jumpstart us with your thoughts on what’s the buzz by going to the instant poll, vote, then click [...]
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Inspiring a “people are first” focus in your contact centers
December 22, 2008
Featured Commentator: Andrea Ayers, President, Customer Management
In my previous Commentary blog, I shared my thoughts on the importance of people in delivering a superior service experience.
Now, what can you do to retain and develop them?
For front-line managers and site leaders, the key is to listen and to watch, and to get “engaged” with employees. Traditional [...]
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The heart and soul of customer service
December 04, 2008
Featured Commentator: Andrea Ayers, President, Customer Management
These are truly challenging times, especially in customer service. The cost to serve continues to rise, yet the capacity to serve continues to diminish as budgets for internal customer service operations tighten. And about half of all customers and employees believe that companies today truly do not understand or [...]
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Can we outsource a recession?
December 04, 2008
Buzz Author: Jeff Hazel
Well, it could be difficult to outsource a recession, but during a recession, it is not surprising that outsourcing gets a fresh look. And it should.
According to published reports by academics and economists, recessions typically drive declines in corporate profits by as much as 25% to 30%, which will drive companies to minimize expenses [...]
