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Customer Service/CRM
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.
A $175 Oil Change
Are You Guilty?
Are You Mining Gold from Your Current
Customers?
Are You Turning Raving
Fans into Roving Fans?
Attention-Catching Customer Service Depends on
People
Beware the Fallout of
Bad Customer Service
Building Rapport with Callers
Call Control through Call Scripting
Call Recording and Quality Monitoring
Call Scripting the Caller Experience
The Cardinal Rules of Customer Service
Communicating with Seniors
Customer Care in Your Call Center
Customer Service and the Human Experience
Do You Provide World-Class Service?
Effective Questioning Skills
Finding a Clear Voice in IVR
Gain a Competitive Edge
Get Personal, Even When Not Face to
Face
Have a Nice Day
How CRM is Changing Teleservices for Issuers
How Good Are You at Customer Service?
How Not to Market to Hispanics
How to Handle Accented Callers
It’s Time for a
Monitoring Makeover
IVR
Loops – Are Callers Getting Stuck?
Keeping Your Cool When the Caller Gets Hot
The Making of a Customer
Making a Great Impression on the Phone
Not Measuring Your Customer Service
Personalize Your Business with a
Monthly Newsletter
Real-Time, Actionable Intelligence
Searching for the “Perfect” CRM
Service Recovery: The Art of Damage Control
Service Sold It
Setting Client Expectations
The Six Touch Points of Communications
Survey Channel Slamming
Sustaining Exceptional Service
Take the Telephone Doctor Quiz
That’s Just Rude!
Things Your Callers Never Want to Hear
Top
Telephone Pet Peeve Is Put On Hold
You Never Get a Second Chance to Make a
First Impression
Watch That Tone of Voice
What
Makes Your Company Different and Better
What’s
Your Service Mentality IQ?
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