Added by Glenn Pasch on March 31, 2010 at 7:12am — No Comments
Howard Schultz, the CEO of Starbucks stated, "We are in the customer business serving coffee, not the business of coffee serving
I think everyone who is in the Call Center Industry needs to remind their staffs what that means. If you asked your staff, would they say they are in the call center/contact center business, or would
they say they are in the customer business.
It is a different focus. For example: if you say you are in…
Added by Glenn Pasch on March 12, 2010 at 8:58pm — No Comments
Death of the Professional Recruiter?
By Chad McDaniel…Continue
Added by Chad McDaniel on March 12, 2010 at 5:07pm — No Comments
Could your call center agents be performing better?…
Added by Brian Layman on March 11, 2010 at 6:30pm — No Comments
Recent posts have discussed the impact management training and agent training has on results. In this post, however, the focus will be on demonstrating in cold numbers what the negative impact will be if you
are not managing your lead pool effectively. The example below applies
to a call center or contact centers but could be…
Added by Glenn Pasch on March 8, 2010 at 8:23pm — No Comments
Added by Richard Natoli on March 4, 2010 at 12:58pm — No Comments
I just had a great experience at the 2010 NADA (National Automotive Dealers Association) convention in Florida.
I met many great dealers who were excited about their prospects moving into the New Year and many vendors who had some exciting new technologies and strategies for getting more people to the dealers’
I was asked many times what my company does and my response was, “Improving customer service and sales through consistent…Continue
Added by Glenn Pasch on March 3, 2010 at 6:30pm — No Comments