Customer Service
Customer
service and CRM (Customer Relationship Management) are buzz words in the call
center industry and the business world in general. There is a great deal
of hype as well as misunderstanding. These articles can help cut through
that, enabling teleservice companies and outsource call centers to apply CRM
in practical and tangible ways.
Five Technologies for Improving
Customer Relationships
Call
Center Quality Becomes a Key Differentiator
Successfully Serving the U.S. Hispanic Caller
Mass Customization and the Transformation of the Call
Center Industry
Delivering Customer Excellence
How Call Center Quality Differs from Manufacturing
Quality Control
First Call Resolution Revisited
Seniors Helping Seniors Is Proving to
Be Effective
The Employee-Customer Connection
External Validation: Part Five in the Continuing Series,
Getting Quality Right
Your Call Center on Autopilot
A Shocking Experience
Do You Provide World-Class Service?
Sustaining Exceptional Service
Don't Make Me Have To Get Mad
Are You Turning Raving
Fans into Roving Fans?
Beware the Fallout of
Bad Customer Service
Attention-Catching Customer Service Depends on
People
Guilty Until Proven Innocent
A Contrast in Customer Service Outcomes
Service Recovery: The Art of Damage Control
Searching for the "Perfect" CRM
How Not to Market to Hispanics
Top
Telephone Pet Peeve Is Put On Hold
The Cardinal Rules of Customer Service
Making a Great Impression on the Phone
Building Rapport with Callers
First Call Resolution - the Call Center Measure that Matters Most!
Don't Sabotage Your Call Center
Gain a Competitive Edge
Call Control through Call Scripting
Call Recording and Quality Monitoring
What's
Your Service Mentality IQ?
Are You Guilty?
Have a Nice Day
Keeping Your Cool When the Caller Gets Hot
Effective Questioning Skills
Escalated
but Satisfied
Customer Care in Your Call Center
Communicating with Seniors
The Six Touch Points of Communications
How to Handle Accented Callers
Service Sold It
Customer Service and the Human Experience
How Good Are You at Customer Service?
A $175 Oil Change
World
Class Call Handling
What
Makes Your Company Different and Better
Also see our sections on hiring Call Center
Staff, Managing Employees, and Workforce
Management.
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