Customer Satisfaction Survey Erosion
By Jay Minnucci for Contact Center Pipeline
Customer feedback today drives purchase decisions, determines employee bonus amounts, and has spurred a cottage industry of people that collect it, analyze it, report on it and help others improve it. And it is no doubt valuable. But that value has been eroding over the past few years, at the very point in time when our dependence on satisfaction data has increased.
Corporate Culture and the Bottom Line
Is there a linkage between corporate culture and the bottom line? In a nutshell... yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised!
How to Write to Vulnerable Customers
By Call Centre Helper
Neil Martin, Creative Director at The First Word, shares his tips for writing a letter to vulnerable customers, with advice for other written channels too.
5 Ways Great Customer Service Can Be Your New Sales Engine
By Micah Solomon for Forbes
Customer service is the new marketing, and it’s the new sales engine. Some organizations, large (Amazon, Apple, Patagonia) and small (your favorite local hair salon, perhaps, or local restaurant) already understand this.
Management Skills Contact Center Supervisors Need to Succeed
By Erica Marois for ICMI
Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. ICMI Chat participants share their thoughts in this video