SHIFTING THE LOYALTY CURVE

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SHIFTING THE LOYALTY CURVE – I just read this most interesting excerpt from the Sales, Marketing, And Communications Practice, Customer Contact Council®.  The focus of their paper is what makes customers more “loyal” and they provide a clear differentiation between … Continue reading

SCHEDULE FLEXIBILITY for Customer Care Representatives: I WANT WEEKENDS OFF!

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In response to the subject question I found on a discussion board I provided the following suggestions regarding schedule flexibility and thought I’d share them with you here.  Let me know your thoughts … Over the past 20 years I’ve … Continue reading

Analytics Lessons From The Homeless

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Analytics Lessons From The Homeless – An excellent article – perfect way to start one’s day.  Ray’s daily commute into San Franciso illustrates how a deeper dive is required to truly understand what you observe. By Ray Rivera, Director, Solutions Management, Workforce Planning and … Continue reading

Where Should a Contact Center Invest?

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Where Should a Contact Center Invest in 2013? The Contact Center world is certainly a complex world, with a myriad of issues, opportunities and limited budget.  So the question we’re asking you here is where do you or should you … Continue reading