Archive | April, 2012

6 Ways to Improve Your Call Center Performance (Part I)

To improve call center performance can be a tricky proposition for call center leaders and managers.  There is so much to think about – systems, processes, technology, customer service agents, supervisors, KPIs, loyalty metrics, service channels – the list goes on and on.  The pressure to succeed can be intense, sometimes overwhelming, and the challenges just […]

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Do Customer Loyalty Programs Create Genuine Customer Loyalty?

Customer loyalty programs, such as loyalty cards and point systems, can be useful tools for marketing and for rewarding customers.  However, real customer loyalty is created during one-on-one customer interactions between a customer and the people acting on the company’s behalf, either a sales representative or customer service agent, retail associate or other customer-facing employee. […]

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Deliver Your Brand Vision in Your People & Excellent Customer Service Will Follow!

If you and your company can truly define your brand vision, what you and your products and services stand for, and effectively communicate that brand vision to your front-line employees with engraining customer service training, then you will be able to imprint your brand image in the minds of your customers, and the brand itself […]

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Help Your Customer Service Agents Boost Net Promoter Score

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?”, I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience.  This is because the typical call center call quality process is anchored in the customer service agent’s compliance with […]

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The Power of Silence in Sales & Customer Service

One of the most underrated but effective tools in sales and customer service communications is silence. Customers and prospects often buy and act on emotion and justify with logic, but they also make decisions in silence. In this video blog, Jack explores the power of silence, a critical customer service skill, and how to utilize silence […]

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Status Update: Who’s Sharing Excellent Customer Service in Social Media?

I stumbled on a statistic this morning that absolutely blew my mind.  Maybe I hadn’t had enough coffee yet, but I literally went bug-eyed.  “People on Facebook share approximately 1 million links every 20 minutes.”   Enthusiastically, I repeated this out loud to my 16-year old daughter who looked at me like I had two […]

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Is Your Call Quality Sheet Capping Your Net Promoter Score?

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score?  Or have you ever considered this at all? If your organization outsources its call center operations or customer care to a third party provider, have you focused on whether […]

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