Self Management - a step toward work at home….

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

Teaching your Agents to do the Right Thing

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

To Differentiate by Customer Service, Customer Service has to be represented at the Top

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