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Using Technology To Go From Good To Great

Do you know what consumers want most from inbound call centers? If you don’t, don’t be embarrassed. Many call center managers don’t. What consumer’s want most from inbound call centers are great customer experiences. In today’s world this means delivering experiences that are easy to complete, personalized, in context, and consistent. It also means offering experiences that are fun. Unfortunately, delivering these types of customer experiences remains elusive for many call centers. That’s surprising. Delivering great customer experiences is worth its weight in gold—literally. Not only do they boost customer satisfaction and customer loyalty, they also differentiate you from your competitors and serve as a sustainable competitive advantage. But creating great customer experiences is easier said than done. That’s where […]

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Organizational Innovation

7 Tools That Drive Organizational Innovation

Organizational innovation transforms companies­. And it does it quickly, efficiently, and cost-effectively. That’s why hundreds of books talk about it. Properly implemented, Organizational Innovation: Boosts efficiency, productivity, quality, and competitiveness Captures value through solutions that meet new needs, unarticulated needs, or existing market needs in unique ways Increases job satisfaction employee motivation, and worker creativity Empowers employees to improve work processes And this is just the start. Never mind what it does for market share, customer loyalty, and customer satisfaction. But you can’t just talk about innovation and expect it to happen. You need to drive it. And that means using the right tools and techniques. An effective toolset is critical to driving innovation no matter what your organization’s culture. […]

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Content Strategy

7 Steps To A Great Mobile Content Strategy

We now have more than 7 billion people in the world. More than 5 billion of them have mobile phones. Clearly, mobile phones are here to stay. The increased use of mobile is a great boon to you no matter what your business. You can now connect with consumers anytime anywhere. Taking advantage of this opportunity can boost sales and profits dramatically. But you can only do it if you can engage consumers with the right content on the right device & a perfect content strategy. Savvy marketers understand this challenge. So they provide consumers with engaging content designed specifically for the mobile experience. The first step in creating this type of information is to develop a comprehensive mobile content […]

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developing sla

7 Questions To Ask When Developing SLA

Is developing SLA worth the time and effort? It is if you want to boost customer satisfaction. SLAs are especially critical when outsourcing inbound call center services as well as help desk and tech support services. Outsourcing can help you boost customer satisfaction—especially if customer service isn’t a competency for you. To get the most from these offshoring services, you need to develop SLA that does exactly what you want it to do. In general, while developing SLA you should Secure performance commitments as measured against key metrics Create incentives for providers to meet these commitments Generate options to help you take corrective action for deficient performance But you can’t achieve these things if you don’t create an SLA that’s […]

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