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 →
Having worked in multinational corporations my entire career, I often wondered about my colleagues taking 4-6 weeks of holiday a year, however this was not a very comfortable concept for me.
I recently came back from a 3 week vacation, which was the longest vacation for me – ever.
I was feeling quite nervous, anxious and guilty before going on this trip. Thoughts around whether the team will be able to close the quarter on budget, who will represent me at the management meetings, what will my team think of me, what will my manager think of me etc.
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 →
Those owning or working for a SMB do truly exceptional work. And with more than half of Americans falling into this category, Small Business Week showcases and honors the efforts made by these people. But what makes SMB talents tick?
Jabra appreciates the contributions of this dynamic community and decided to join in the fun of this year’s Small Business Week. Throughout the week of April 30th, we conducted daily Twitter polls (@We_are_Jabra) to learn what inspires SMB workers. From where they concentrate best, to the tools they utilize and the challenges they face, we were treated to an eye-opening experience. Here are some of the key takeaways! Continue reading →
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 →