A cursory glance through trip advisor and you commonly see two types of review; the bad and the brilliant. The plain old good – not so much. Why is this? People tend to review products or services with passion, and if they don't have strong feelings about something, they are not inclined to … [Read more...]
Sell through your contact center
Contact centers are increasingly being used to up-sell and cross-sell products. They offer an excellent platform to do so and gain valuable topline for the company. Since contact centers are a major cost center, it is in the best interests of a business that it tries to drive revenue through contact … [Read more...]
Contact Centers for the 21st Century
The major trend that contact centers have witnessed over the past few years is shifting of contact center operations to countries where labor is cheap. Since employee cost is a very high running overhead cost, a reduction in this cost is a powerful incentive to offshore contact centers. The flip … [Read more...]
How to Deal with Difficult Customers
A good word spoken by a satisfied customer is worth hundreds of dollars of advertising. At the same time, a disgruntled customer can do serious damage to your reputation. Prevention is better than fire-fighting. There is always a reason why a customer acts difficult. Know the reasons and treat each … [Read more...]
Customer Service Basics
CRM software is just the tip of the proverbial iceberg that is customer relationship management. The basics of CRM do not change. The human angle to it is all important and it is these good old-fashioned virtues that decide the success of your CRM initiative. Whether you run a mom-and-pop store or a … [Read more...]
