For External Relationships

/For External Relationships

Concerning relationships with those outside the four walls of your organization, namely your customers.

Work-at-Home Agents Damage Net Promoter and Customer Satisfaction. Is this Preventable? A Call Center Case Study

Work-at-home call center agents perform worse at net promoter and customer satisfaction. What went wrong and how to prevent it. To take advantage of this growing trend requires a different way of thinking and relationship analytics to correct your course.

“We got calls in Queue!” How Call Center Agents “should” respond to longer wait times…a Case Study in Call Center Analytics

Using the right Call Center Analytic tools can result in Business Intelligence to help enhance customer centricity by delivering key insights for call center agent coaching, call monitoring and training priorities in your call center.

Three Reasons to Never Survey Customers in Real-time

If you're surveying customers in your call center, with post-call surveys, stop doing it now and never ever do it.

Necessary Steps to Avoid Consumer Terrorism to Your Organization

The old saying is true, “Good news travels fast, bad news travels faster.” When it comes to your customers, tales of a bad experience spread like wildfire.   You better believe that an unhappy customer is telling everyone they know about their ordeal.  Family, friends, colleagues at work, strangers in line at the grocery store, anyone [...]