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Author Archive | Rachel Miller

How to Satisfy Customer Needs

Blog post by on December 18, 2012

How cus­tomers choose to reach out to your busi­ness is an impor­tant piece of data to note. The rea­son why they’re reach­ing out is even more impor­tant. If cus­tomers are con­tact­ing ser­vice and sup­port via tele­phone, email, …

Contact Center Management: Hire the Right People

Blog post by on December 13, 2012

Hir­ing the right peo­ple can make or break a suc­cess­ful con­tact cen­ter team. Find­ing the right mix of skill set and dis­po­si­tion enables faster onboard­ing, and reduces employee turnover. Undoubt­edly one of the most impor­tant tasks for …

Confirm Customer Satisfaction

Blog post by on December 11, 2012

Con­firm­ing cus­tomer sat­is­fac­tion not only makes it clear that all needs and requests have been han­dled, but also allows an employee to feel good about suc­cess­fully assist­ing a customer. How Am I Doing? It’s nice to hear …

Customer Service Training: Learn How to Actively Listen

Blog post by on December 4, 2012

Fre­quently, sales­peo­ple and ser­vice rep­re­sen­ta­tives become so focused on what they want to say about their prod­uct or ser­vice that they fail to actively lis­ten to the cus­tomer. Not listening–and even worse not com­pre­hend­ing what is being …

How to Manage Employee Stress — Part 1

Blog post by on November 15, 2012

Employee stress can be caused by many fac­tors in the work­place, and an impor­tant role of man­age­ment is to not only keep employ­ees engaged and pro­duc­tive, but to also acknowl­edge and teach employ­ees how to han­dle stress. …

Improve Productivity by Embracing Employee Emotions

Blog post by on November 8, 2012

In the Octo­ber issue of Chief Learn­ing Offi­cer, Jay Cross wrote an arti­cle titled The Happy Bot­tom Line. I wasn’t going to read the arti­cle until the the­sis, in large pur­ple font, caught my eye, “Ask­ing work­ers …

Employee Training ROI: What You Need to Know

Blog post by on October 11, 2012

Invest­ing in employee train­ing is an intel­li­gent move. Con­firm­ing that agents are skilled not only in prod­uct knowl­edge, but also com­mu­ni­ca­tion skills, will solid­ify long term com­pany suc­cess. Aside from increased cus­tomer sat­is­fac­tion, invest­ing in cus­tomer ser­vice …

The Importance of Customer Support

Blog post by on October 9, 2012

Cus­tomer sup­port used to be an after­thought. Now, sup­port has become a stan­dard com­po­nent of the prod­uct pack­age, and is an area in which com­pa­nies can, and do, dis­tin­guish them­selves from their com­pe­ti­tion. With cus­tomer expe­ri­ence man­age­ment …

Customer Experience Management: The Role of a Chief Customer Officer

Blog post by on October 4, 2012

If you fol­low cus­tomer ser­vice news or read blogs and print pub­li­ca­tions ded­i­cated to cus­tomer rela­tion­ship man­age­ment, you may have noticed a new trend. Cor­po­rate Amer­ica cares about the cus­tomer! That’s right! Not only are com­pa­nies invest­ing …

Customer Service Today: Respect Diversity

Blog post by on October 2, 2012

The world is shrink­ing. Thanks to rapid advances in tech­nol­ogy, dis­tance is no longer a decid­ing fac­tor when mak­ing a deci­sion to pur­chase or reach out for sup­port. Just as quickly as the world is shrink­ing, it …