Now, more than ever, online retailers need a knight in shining armor in the call center. Online shoppers expect competitive prices, easy payment options, quick delivery and free returns, but the real differentiator is customer service. So much so, that a whopping 91 percent leave following a poor customer service experience and 89 percent will run straight into the arms of your competitors.
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Have you recently implemented a property management system, but aren't seeing the results you expected? We've identified 3 key reasons:
Read MoreTopics: Employee training, Learning & Development, Performance Support, customer service, Operations, Hotel Operations
A hotel that is truly striving to build a “world-class” service culture will make every effort to develop service standards that emphasize exceptional service for every customer. One of the key factors that separate good service from truly exceptional service is consistency. Consistency means repeatable. A successful hotel general manager needs to be confident that in any given situation, the hotel staff knows how to respond and act appropriately. Whether it’s in the morning or afternoon or evening, whether it’s a weekend or a weekday, rain or shine, and regardless of whom happens to be working that day.
Read MoreTopics: Employee training, Performance Support, customer service, Operations, Hotel Operations
I was going to start this post with a breakdown of 'a day in the life of a call center agent', but then I realized that I only needed to share the first 4 minutes of an agent's day for you to get the picture. It goes a little something like this:
Read MoreTopics: Contact Centers, Performance Support, customer service
Successful organizations have a clear picture of their overall objectives and goals for their business. In the telecom industry, this generally requires a balance of maximizing profits, maintaining high levels of customer satisfaction, retaining high-performing staff, recruiting new talent, and driving new business.
Read MoreTopics: Contact Centers, Performance Support, employee performance, customer service
"So Steve, after reading the latest data analytics report listing our current data on customer acquisition cost (CAC), annual recurring revenue (ARR) and lifetime value (LTV), can you please tell us what steps the sales team is taking to increase customer value, measure sales performance and achieve growth success, while keeping costs down to a bare minimum?"
Sound confusing?
Read MoreTopics: Contact Centers, Sales Operations, customer service
