24th June, 2009 - Posted by Pam - No Comments
You can’t go home without it. Self Mangement that is - it’s vital to a successful work at home model. Some companies choose to use working at home as an incentive for its top talent. This is a great method for existing call centers that want to benefit from a work at home model. Some » Read More
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
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
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
30th January, 2009 - Posted by Pam - No Comments
I believe that this is the year to define and deliver the work at home agent model! The customer will have the ultimate experience in receiving excellent support, and the company will benefit from the cost savings of overhead expenses. It’s a win/win Coming this Spring is a white paper that provides the road map to » Read More
