Empower People, Not Software
Companies install CRM systems because they want to increase their call center's performance and enhance revenue. Unfortunately, all too often, companies and their call centers relearn an old lesson:...
View ArticleBeyond Complying With the Law
If financial services firms really want to win back the public's trust, they must go beyond simply following the rules. Anyone can comply with Sarbanes-Oxley, but only superior firms truly engage their...
View ArticleBecoming the Best at Qwest
Why does it matter when a boss takes a personal interest in his employees? Just ask the people at a Qwest call center who once faced an uncertain future and, inspired by a great manager, turned it into...
View ArticleStart Calling on Your Call Centers
Executives who spend time in their companies' call centers learn an awful lot about how employees and customers really feel about their business. Maybe it's time you paid a visit.
View ArticleCreating an Employee-Centric Call Center
It's essential for companies to energize the people who have the most direct contact with customers. Here are three keys to increasing agents' dedication, enthusiasm, and customer focus.
View ArticleUnions and Management: A Blissful Marriage?
No one said forging a productive, cooperative relationship with unionized workers is easy. But smart, forward-thinking executives are doing it. This is particularly true in call centers, where managers...
View ArticleMaking the Right Calls
Through extensive research, Gallup has identified four barriers that can substantially undermine efforts to improve employee and customer engagement in call centers. Here are those barriers -- and...
View ArticleThe Great Profit Drain
Call centers are meant to be a customer convenience -- a place where customers phone for help or to make a purchase. But all too many of them alienate callers and drain money. It doesn't have to be...
View ArticleEngaging Customers -- All Day, Every Day
Fully engaged customers deliver a 23% premium over average customers in share of wallet, profitability, revenue, and relationship growth. That's exactly why so many call centers survey customers to...
View ArticleBeware: Your Customers Oppose Outsourcing
Nearly 80% of Americans think the practice is bad for the U.S. economy -- and not just because of the loss of jobs, according to Gallup research. This may be a red flag for U.S. executives, who should...
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