Ten Simple Strategies for Customer Satisfaction and Loyalty

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By Debra Semans It seems that businesses are getting re-focused on customer satisfaction.  Are your customers satisfied?  How do you know? Unless you are actively asking customers about their experience, you can’t really be sure.  Have they not come back because they had no need or because they had a poor experience the last time they did business with you? Customer … Read More

Getting Your Team in the Zone

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By Glenn Pasch   At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those … Read More

Getting Your Team in the Zone

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By Glenn Pasch At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those that … Read More

New Solutions to an Age-Old Challenge

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By Kim Lockhart Senior Vice President, Randstad Staffing Kim.Lockhart@randstadusa.com For many contact centers, the issue of agent attrition is both long-standing and overwhelming. In fact, more than two-fifths (42.7 percent) of contact centers are experiencing agent attrition[1]. Furthermore, the average turnover rate in U.S. call centers is 43 percent and even worse for large centers with more than 1,000 agents … Read More