- Front Line Input September 16, 2019When was the last time you asked your front line staff what you can do to improve sales results, improve service and performance, reduce cost, etc? Many external consultants and advisors you could hire, often do just this, and come up with some great ideas to help your business. So what are you waiting for?
- ECruitment September 15, 2019When recruiting agents/reps who will be dealing with net based activity, build into the recruitment process a â€˜chatâ€™ session early into the process. This way you can test the candidatesâ€™ net etiquette, their typing skills and grammar.
- Record Praise September 14, 2019Often we measure customerâ€™s complaints and record the results. In some companies they measure praise against the number of complaints. Research often shows that we are more likely to receive complaints than praise, but in some world class organisations there can be several times more positive feedback than negative! Start recording praise from today and […]
- Forecasting September 13, 2019Are you involved in forecasting call volumes? If so, then one certainty is that you will probably spend some time reviewing historical call volumes, maybe even e-mail, fax, etc. to help you forecast accurately in the future. When you do, even if you have a forecasting system that calculates it for you, it is good […]