Call Center Industry News and Tips
Creating a Customer for Life: Simple Tips to Improve/Refresh Customer Service Skills
By Carla J Greve
Think back to the last time you got GREAT customer service. Not just a friendly rep who was nice to you, but someone who REALLY listened to your needs, and gave you the impression that they truly cared about you as a person and as a customer?
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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.
As your company matures and expands, you’ll find your employees are handling more calls and emails from customers. And if this situation has begun to spiral out of control–too many calls and emails to track–you know it’s time to step up to the plate and implement a new strategy to deal with the influx of communicative traffic.
This is a critical moment in the evolution of your company, and may be the perfect time for you to consider implementing a call center. Call centers and contact centers are efficient and help you organize, maintain, track, and improve your customer relationships. They also help cut costs–especially when training and other processes are taken care of online.
