3 Reasons to Listen to Your Front-Line Employees
It’s important to appreciate and listen to front-line employees. Errol Allen lists his top three reasons not to take your customer service heroes for granted..
Employee Engagement
4 Ways Technology Will Bring out the Best in Your Contact Center Agents
Here are four ways WFM solutions can help get the best out of your frontline agents and keep your customers satisfied..
Walk a Day in the Shoes of Your Customer Service Staff
The single most effective way to truly engage with staff and customers is to literally do their job with them..
Do Your Employees Love Your Brand?
No matter how much you invest in customer service, if your frontline employees do not love your brand then the customer experience will suffer..
6 Habits of Highly Successful Customer Service Representatives
Ashley Phillips reveals some very identifiable traits that set the best CSRs apart from the rest..
Why Customer Service Employees Need Guidelines Not Just Rules
Management must trust their staff enough to establish guidelines with a degree of autonomy and flexibility when it comes to making decisions..
In Customer Service, Your People Are NOT Your Most Important Asset
In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..
How to Get Your Employees to Commit to Customer Service
It’s a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer service?
3 Steps to New Customer Service Employee Success
Here are three important tasks that will help new hires be successful.
Employee Power for Improved Customer Engagement
Employees are in a unique position to boost customer engagement, for several reasons. Read on to learn more.
Changing the View on Customer Engagement and Employee Retention
It is necessary in this economic climate to develop stronger relationships that create a long-term backbone for the company.
Customer Service and Employee Satisfaction
Customer Service and Employee Satisfaction have been hand in glove since the beginning of time. Measuring that satisfaction, however, is another story.
Customer Loyalty Linked to Employee Satisfaction
It is now widely believed that there is a cause-and-effect relationship between a loyal employee and a loyal customer.
Four Ways to Motivate Customer Service Professionals
These Four motivation strategies can help your organization succeed – one professional at a time.