The 29 Costly Implications of Losing Customers

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By: Bryant Nielson I  am not the originator of this list but found it instructive as to the success and failure of companies. A lost customer means lost feedback and the opportunity to improve. A lost customer means lost sales and revenue that is lost forever! A lost customer causes asking, “Why didn’t we recognize the problem before losing them?” … Read More

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

Is 100% Customer Satisfaction Achievable? For this Company Yes!

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Simplicity Sofas is a beloved company and their customer service philosophy is very simple: They do whatever it takes to surprise and delight customers. They make the furniture purchasing experience informative and enjoyable. They deliver more than customers expect. Simplicity Sofas is a furniture manufacturer in High Point, NC. and an eCommerce retailer specializing in furniture for small spaces. After more … 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

Managing the Customer Experience

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Matt McConnell There are many different ways to define “customer experience.” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The truth is that the customer experience is not a single experience, … Read More

The Future of Customer Experience With Next Generation Contact Center Solutions

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“This article is brought to you courtesy of Call Center Times.” by Konstantin Kishinsky, CEO, BrightPattern Some seven years on from the launch of Twitter, we still routinely hear reports of corporate America doing much less than they could be doing to listen and respond to customers via social media channels. This, even as research shows that companies are consciously and deliberately … Read More

Driving Customer Satisfaction

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“This article is brought to you courtesy of Call Center Times.” By Barry Phillips, Co-Founder and Partner, Tracy Learning, LLC A recent study in the US states that one out of every 25 jobs in the US is tied to a call center. That’s a staggering number. What is even more surprising is how many call centers do not adequately … Read More

Boosting Your Call Center’s First Contact Resolution

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“This article is brought to you courtesy of Call Center Times.” By Galina Solopova, CallScripter No matter if you are a small business or an enterprise, managing a contact center means finding a balance between contact center efficiency and customer satisfaction. To improve contact center efficiency, managers need to get the most optimal productivity from their agents (answering as many … Read More