Buzzwords that drive your agents and customers nuts
February 22, 2012 by Michele McGovern
Agents’ eyes will glaze over, and the words they hear will likely lose their meaning when these buzzwords are used.
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February 22, 2012 by Michele McGovern
Make one decision that customers don’t like – and watch satisfaction plummet
February 21, 2012 by Michele McGovern
The consequences of making one decision customers don’t like can kill satisfaction. Here’s serious proof.
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5 ways to get everyone focused on work (not phones, email, gossip …)
February 20, 2012 by Michele McGovern
Distractions, interruptions and crises hurt contact center productivity every day. Here are four ways to get everyone focused on what’s important.
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Be nice to your contact center co-workers – or it may cost you customers
February 17, 2012 by Michele McGovern
A short-lived squabble in your contact center may not seem like a big deal, but it may cost you customers. Here’s what researchers found.
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Here’s a high school that’s teaching customer service
February 16, 2012 by Michele McGovern
One high school teacher is preparing the next generation of contact center agents. Will they be in your area?
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Don’t make this service mistake – putting all your eggs in one basket
February 15, 2012 by Michele McGovern
Many companies are getting lower customer satisfaction scores because they’ve put almost all of their eggs in one basket. Here’s what’s happened and how to avoid their mistakes.
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5 ways to show your customers the love today (and every day)
February 14, 2012 by Michele McGovern
There’s no time like the present to show customers the love they deserve (and crave). Try these tactics.
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New growth opportunities for contact center professionals
February 13, 2012 by Michele McGovern
Contact center professionals tend to come from a variety of backgrounds. New areas of study and degrees can help them specialize.
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How to avoid all those ‘cube aches’
February 10, 2012 by Michele McGovern
Just because your job in the contact center isn’t physical doesn’t mean it won’t take a toll on your body. Here’s how cubicle work can damage your body – and what you can do to avoid it.
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Deliver positive feedback that makes an impact on agents
February 9, 2012 by Michele McGovern
Contact center leaders can keep morale high with more positive feedback. But how much?
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