Call Center Industry News and Tips
How to Not Approach Customer Service
By Dan Jenkins
This article is about avoiding tactics that will get you less customer service than you need. Perhaps the point of this article is this: Customer Service Representatives are people, not companies. If you want the help of a person, don't treat them like a company.
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Leadership – For Better CSR
by Tim Pascoe
It's unusual to read something balanced and practical about CSR. Activists want business to carry the wrap for everything. Apologists limit it to immediate operating activities and what the law requires. True, the primary responsibility is to sell sound products that people want, employ and reward fairly and act honesty and responsibly. But, the authors of a recent HBR article offer an insightful approach to the boundary issue of what is and isn't a company's responsibility? They make this erstwhile no-man's land a fertile ground for corporate creative thinking and commercial good sense.
