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7 Proven Secrets To Boosting FCR and Customer Retention

FCR alone can increase customer retention by 5% and boost profits by up to 85%. That’s according to an infographic created by Flowtown. It did the math. The infographic also says it costs anywhere from 6 to 7 times more to acquire a new customer than retain an existing one. Harvard Business Review agrees with this number. Keep in mind that the cost of finding a new client includes things like advertising, personal selling, setting up new accounts, and price sensitivity. With numbers like these as proof, it’s critical you retain customers. The statistics also show why customer retention should be your top priority. It is at many of the world’s top companies. And the best way of retaining customers is […]

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shared services

Contracting vs. Shared Services: Which Is Right For You?

Managers have been debating the issue for years and it doesn’t look like it will end anytime soon. The debate is over which approach is right for a company: Contracted or shared services. It’s a hard choice — one that depends on your unique situation. But it’s an issue that can dramatically impact your company’s survival. So choosing poorly is not an option. Keep in mind that both approaches are viable. Each has its supporters. Each has its advantages. And each delivers services to clients and customers in a cost-effective, timely manner. More important, both can dramatically transform your organization—but only if you get the decision right. Below we look at the merits of each approach with a goal of […]

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Mobility Leaders

Top 5 Tips From Today’s Mobility Leaders

Would you call your organization a digital business? Like many managers, you’d probably say “no.” But many organizations are digital businesses and don’t realize it. That’s because mobility leaders now drives the success of many businesses. Yours is probably one of them—even if you’re not trying to be a digital business. Digital technology is a key driver not only of an organization’s market differentiation, business growth, and corporate innovation but also its adaptability, flexibility, and profitability. Mobility Leaders Are Key Enabler Mobility leaders  is a key enabler for many businesses. So it come as no surprise that it’s a strong focus for all types of companies. In fact, 4 in 10 businesses now consider mobility a key part of their business […]

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Call Center Agents

Top 7 Tips On Motivating Inbound Call Center Agents

Increasing productivity is every manager’s job.But doing so is a challenge for inbound call center agents. After all, call center agents are under tremendous pressure. They’re expected to handle huge volumes of contacts professionally, expertly, and courteously—and still achieve high productivity. It’s a lot to ask. So it comes as no surprise that some agents find ways to be productive at the expense of quality and customer satisfaction. As a manager, it’s your job to make sure agents are highly productive without sacrificing quality and customer satisfaction. It’s also your job to make sure agents perform well. That’s a tall order. But you can do it with the right tools. Things like training, recognition, and fair compensation motivate agents, as […]

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