26th March, 2009 - Posted by Pam - No Comments
A critical piece in doing the right thing for your customers is teaching your agents how. Strict policies and guidelines are not the way. Empowerment is the way. Allow your agents to make decisions - in fact insist they make their own decisions and deter them from escalating phone calls to their supervisor. Prescribe a general » Read More
18th March, 2009 - Posted by Pam - No Comments
It’s been said a million times - Keep your users and agents in the loop on project progress and changes to business processes as you go along. Still, I am surprised by how infrequently this happens. If you don’t have user buy in, you risk project failure in many ways. End User acceptance is key to » Read More
10th March, 2009 - Posted by Pam - No Comments
If you want to differentiate your company through World Class Customer Service - Your customers must be represented at the top most level in your organization. Why? Because anything less than a Vice President of Customer Service or Chief Customer Officer represents the Whisper Down the Alley Syndrome. Another suggestion - add a Valued Customer » Read More
