The bad news. There are five issues common to Call Centers that can cause you to lose 9 out of 10 customers.
The good news. Once addressed, you can make your top call agents almost twice as productive as their least industrious counterparts – boosting customer satisfaction and upping retention rates.
When someone rings in to a call center looking to resolve a problem, they’re going to be pretty selfish. They might even be angry. They’ll probably be impatient, too. And so they should be. They purchased a product or a service and, for whatever reason, something has gone wrong. They don’t care about your problems as a service provider – they simply care about their problems going away. And if you can’t help, they’ll be the ones going… directly to your competition. Continue reading →
Thanks to the explosion of information online, customers are more knowledgeable – and more demanding – than ever. Here’s how to make sure that “hyper-informed customers” also remain loyal, satisfied ones.
At the dizzying rate information accumulates online, we see a staggering rise of what I call “hyper-informed customers” – those who diligently scour social media, blogs, review sites and more to know virtually all there is to know about our products and services. Continue reading →
Employees today spend too much time collaborating and too little concentrating, which is bad for both them and our organizations. Find out how we can reverse the trend and restore balance to these critical work modes.
You can never have too much of a good thing, the old saying goes.
Or can you?
That’s what I wondered when I saw a news headline stating that researchers found that employees today spend 50% more time collaborating than they did 20 years ago. Continue reading →
Want to spend less time in meetings – and more time actually working? Join the club. A startling new finding about today’s open office environment may help reduce the time we spend meeting with colleagues.
Raise your hand if you’re a fan of today’s open office work environments.
From the gum-snapping colleague next to you to the blur of activity to the all-too-frequent “got-a-second?” interruptions, open offices are the places we love to loathe.
So it’s probably too much to ask for us to completely embrace this vast, teeming expanse of coworkers. But recent research does show that open offices may spare us an annoyance we find equally tiresome. Continue reading →
Just barely in its infancy, the powerful new way of working known as “Work from Anywhere” is already under threat – from the very things that make it possible.
Hooray! We’re working from anywhere these days.
But how long that lasts is anybody’s guess.
“Work from Anywhere” (WfA) may be today’s hottest business concept. You probably know it by one of many other names, including telecommuting, working remotely, work-from-home, work-on-the-go and others. By any name, it’s all the same: Organizations give their employees wide latitude to do their jobs from anywhere they’d like.
Our workspaces are changing like never before. These days you’re as likely to find workers toiling away from the airport, a coffee shop or the kitchen table as you would from an office. Let’s look back at the rapid transformation of the workplace.
I have bad news for corporate architects, space planners, furniture manufacturers and hardware and software companies everywhere.
The days of putting us in boxes, either literally forcing us to collaborate from tiny cubicles and uninspiring conference rooms or stereotyping us as desk-centric or road warriors, are coming to an end.
Focusing on customer satisfaction is a no-brainer for every organization. But if you truly want to build long-lasting relationships with our customers, we need to humanize our interactions.
Our organizations are obsessed with customer satisfaction. Maybe too obsessed.
It’s pretty clear why, judging from the research. Customers who receive the best experiences spend 140% more than those with who receive the poorest ones. And far from being cost-prohibitive, providing superior customer experience actually reduces the cost of serving customers by as much as 33%. Continue reading →
We’re losing our ability to listen. This potential crisis threatens our relationships with our customers, organizations, families and entire nations. Here’s what we can do about it.
The art of listening is under attack.
This skill, among the most important we as humans possess, is getting drowned out from all sides: Increasing noise levels, myriad distractions, shorter attention spans and more people who just want to hear themselves talk. Continue reading →