When considering a CRM solution of any kind, always start with the needs of the customer and their expectations before looking at technology as the solution. Remember technology gives you the tools to enhance the customer interaction but it needs to be in line with what customers want and expect from your company.
Last week, a VP of a major international business told us how he tried to order some goods over the net from a well known brand name. After completing his shopping he proceeded to the on-line checkout, his order was refused as he was not allowed to ship to a different address other than his […]
Here is a great and simple idea to help your staff get to know each other and also help recognize staff who have been with the company some time. It works where you have staff who work at the same desk every day! Create chair back stickers that have their name and also how many […]
Today, when I call a large company I expect to be put through to a large contact center. I also expect that I may need to speak to several different people to resolve a query or complete a transaction. Make it easier for customers like me and allow agents to give out their name or […]