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delivering consistent

Delivering Consistent Customer Experiences

What’s your primary goal as a manager of an inbound call center? If it’s not delivering consistent customer experiences, it should be. Why—because companies that deliver consistent customer experiences tend to focus on building relationships with customers. Companies that focus on building relationships generate higher customer satisfaction ratings and increased profits. That’s not surprising to hear. But delivering great customer experiences does something else—something that even money can’t do. It creates passionate brand advocates. Adopting a well conceived CXM strategy can help you create passionate brand advocates—customers that not only praise your products and services, they also actively promote them. And that can generate millions in company profits. Customers Want The Same Experience Customers want the same experience across all touchpoints—one […]

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managing multiple relation

Managing Multiple Relationships: Best Practices

Think managing one vendor relationship is tough? Try managing two or three at the same time. It’s enough to make your head spin. If you’re managing multiple relationships, you know what a challenge it is. It can drive even the best manager crazy. The secret to managing multiple vendor relationships is to limit the complexity of doing so. The benefits from doing this include: Higher performing and more sustainable outsourcing solutions Reduced confusion and wasted time Better mitigation of risk To achieve these benefits you need to do two things (1) carefully govern the overall outsourcing landscape and (2) strategically shape your portfolio of suppliers. Neither effort is easy. But both lead to sustainable success—and increased profits—when done correctly. Two […]

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BYOD policy

4 Considerations When Creating a BYOD Policy

BYOD Policy – It’s the white elephant in the room. And it’s getting harder and harder to ignore More and more people are using their personal devices at work. And it’s not just at your company. It’s everywhere. Juniper Research claims the number of people using personal devices at work will exceed $350 million globally in 2014. Given the popularity of personal devices, you’d think every organization would have a BYOD policy to govern the situation. But not every one does. These organizations are taking a huge risk with their data—one that could comeback to haunt them. BYOD Brings New Challenges Until recently employees generally used an organization’s devices at work. The IT department issued the devices and kept strict […]

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Effective Leader

How To Be An Effective Leader

Do you want to be an effective leader? Most managers do. But being an effective leader isn’t easy. To do it, you need to ingrain the right habits for dealing with all levels of people—peers, suppliers, subordinates, and/or superiors. You also need to ingrain the right habits for dealing with pressure situations. They often require you to react quickly without knowing everything. Applying effective leadership principles in these situations works. It also boosts the confidence others have in you. That’s a key step in becoming a respected leader. To achieve this level of leadership, study the 8 habits of effective leaders described below. Practice them until they’re second nature. They’ll boost your effectiveness in the workplace significantly. 1. Develop A […]

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