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leaders

7 Team Building Tips From Highly Effective Leaders

Have you been following the World Cup soccer tournament? If you’re like most soccer fans, you’re following it closely. Sponsored by the Fédération Internationale de Football Association (FIFA), the sport’s global governing body, the World Cup is held once every four years. It’s the biggest sporting event in the world and millions keep tabs on it. Winning the World Cup isn’t easy. It takes hard work, dedication, and commitment & effective leaders to manage the team. It also takes teamwork. Without teamwork, a team can’t win the World Cup. As a manager, you know the value of teamwork, too. You also know its benefits to a business—increased productivity, enhanced customer service, improved customer satisfaction, and so on. These benefits can […]

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contact center

10 Top Ways To Improve Contact Center Performance

Do you see the contact center as an unavoidable expense? Most managers don’t. They know the value of a customer call center. But some senior managers do. These managers are always asking you to squeeze more out of your people or find more ways to cut waste from processes. Viewing the call center as an expense is asking for trouble. It can significantly hurt customer service, reduce customer satisfaction, and slash revenues—things no business can afford to do. Recent research shows that investing in technology can improve contact center performance, boost customer satisfaction, and increase return on investment. What’s more, these investments often pay for themselves in a couple of years. But if you’re like most contact center managers, you […]

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Successful Transition

8 Keys To Making A Successful Transition

No transition is simple. Most, if not all, are complex. But a successful transition delivers. It increases revenues, cuts costs, and boosts customer satisfaction. It also frees up critical resources you can use to shore up activities designed to create a sustained competitive advantage and given today’s hotly contested marketplaces, creating a sustained competitive advantage is imperative if you want to survive. Executing A Successful Transition The trick to pulling off a successful transition is to do five things: Identify the obvious organizational barriers to a successful transition Identify the blind spots that can block a successful transition Align the cultures Set realistic expectations Manage change using a top down approach Once you’ve identified these barriers, you obviously need to […]

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cloud

Deploying Customer Service In The Cloud: 4 Key Steps

What’s the biggest challenge you face today? Many mangers think it’s meeting the shifting demands of customer service? To do it, you must be able to serve customers on their own terms — not yours. Often, that’s easier said than done. So savvy managers are turning to the cloud to power their contact center operations. Using the cloud enables you to engage customers across multiple channels—voice, email, chat, social media, and so on—quickly and cost-effectively. And when it comes to improving customer service that’s a big plus. Using the cloud to power your contact center can not only enhance customer service, it also can increase corporate agility, cut costs, and improve customer retention rates. What’s more, it can boost customer […]

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