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
26th February, 2009 - Posted by Pam - No Comments
To organizations using an Outsourced Call Center - be sure to support them. If Customer Service is not your core strength and you’ve asked an expert to do it for you, great move! However, you must be sure to provide your vendor the support they need to represent your company in its best light. They are » Read More
19th February, 2009 - Posted by Pam - No Comments
Reflective listening makes all the difference for setting the tone of a call. Take the following as an example: Example 1 ME: Hi, my name is Pam and I need to return a product. AGENT: Alright, what’s your order number? Example 2 ME: Hi, my name is Pam and I need to return a product. AGENT: Alright Pam, I can help » Read More
