The sad truth is that many of your customer service reps don’t really care about your goals, but giving up on them is the last thing you’d want to do. Few business owners would ever want to admit that their relationship with their customer support agents isn’t perfect. Primarily, this is because you and your […]
Customer centricity is more than just a business strategy. It’s a philosophy every brand must embrace to gain a unique competitive advantage. Every company wants to be Starbucks, or Zappos, or Amazon—the leaders in shaping great customer experiences.
If you’re having a hard time filling vacant positions within your organization, it may be time to refine and improve your employer brand. The term “employer brand” is a relatively new one. It was first defined in the Journal of Brand Management in 1996 to refer to an organization’s reputation as an employer, and not […]
You don’t have to be guilty about transferring to a new outsourcing provider if it means keeping your customers happy and improving your performance. In the first half of this article, we discussed two major reasons why brands decide to switch to a new customer service provider. These are:
The tourism industry, which accounts for an astounding 10% of the world’s GDP, is giving entrepreneurs plenty of opportunities, and many are grabbing them. This comes as no surprise, given the sector’s laudable performance in the past combined with optimistic growth forecasts in the near future. On the upside, this creates a string of lucrative […]
Although managing a diverse team can be challenging, evidence shows that working with people who are different from us can make us happier and more productive. 1. A mishmash of ideas leads to innovation.Most call center managers frown upon the idea of handling a culturally diverse team. After all, it can admittedly be an extremely […]
Books are a great investment, especially for entrepreneurs who constantly need to stay abreast of the newest trends in business. Great books—especially those written by experts—can provide you a close look on business management, letting you improve your processes.
As much as possible, every brand wants to give all their customers a great experience. However, there are times when you really have to say no to their requests. For call center agents who are trained to always delight the customer, having to say “no” can be difficult. It’s often hard to find the balance […]
Although you must prize the connections you’ve built over the years, there comes a time when you have to free yourself from unproductive partnerships. Cutting ties with a customer service provider is never easy. Chances are you’ve already devoted a lot of time, money, and effort into nurturing your relationship with them, and replicating all […]
