Barbara Poole

Self-Service in Retail Can Work, if You Do It Right

In a time of shrinking payroll percents, self-service presents an enticing proposition. Unless a company develops and implements a successful self-service strategy, the allure invariably becomes victim of a heavy hit of reality. Self-service that is poorly executed will cost a company its customer...

The Key to 2006 Will Be the Ability To Capture the Customer’s Attention

The year 2005 ended not with a whisper but a bang. Twelve tumultuous months of natural disasters, corporate missteps, war, partisan politics and product recalls have left in their wake a sea of consumers and employees who are drowning in information overload. Heads are...

Contact Reps’ Performance Needs To Tie to Sales

Contact center compensation represents a big chunk of operating budgets. So great are the costs of staffing these new age repositories of customer interactions that off-shoring, a term formerly used to describe bank accounts of the rich and famous, has become the mantra of...

Hiring for a Profit Center: Find the Overlap in Sales and Service

Talk about a stumbling block from the get go. Regardless of working on a sales team or a consumer service team, contact center reps face an enormous challenge. The telephone is first and foremost a physical barrier to communicating with customers. Eye contact and...

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