Archive for the year 2011
Home Schooling for Agents: A Uniquely Virtual Training Experience
December 14, 2011
by Rick Owens
In my last blog entry, I debunked the myth about the difficulties in recruiting and hiring home agents. Now, I will move on to address another common myth — that one-size fits all when training either a virtual workforce or a traditional brick and mortar workforce.
Simply put, training a virtual workforce is not [...]
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Debunking the Myths about Home Agent Recruitment and Hiring
November 17, 2011
By Rick Owens
In my first blog “Why Aren’t More Companies Using Home Agents,” I discussed common concerns or myths that often cloud a company’s consideration of incorporating home agents into their care strategy. My next blog, “Debunking the Home Agent Data Security Myth” set out to bust the most common myth many companies have when [...]
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Satisfy Customer Demands for Handset Upgrades with a Little Intelligence
November 09, 2011
By Jeff Epstein
Your customer service agents hear these pleas for help all the time. An exasperated father is calling to upgrade his son’s or daughter’s phone to stay current with their friends, who have gotten their parents to do the same. This time it is for a smartphone and the father knows that there is [...]
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Reducing the “Effort Factor” in Customer Service
October 27, 2011
This blog also appears on the CustomerThink website here.
by Igor Sarenac
As you read these lines, a small but powerful body of individuals is becoming more vocal about their dissatisfaction with corporate America. I don’t mean the “Occupy Wall Street” movement, but rather, another group with significant long range influence over the future of U.S. business: [...]
