Blog

I have four children, all grown (or at least they appear grown and they think they are grown). As a parent I learned that while I may have felt inspired at times to engage in long lectures, it became very apparent that lecture length did not predict effectiveness. Verbosity can indeed be the enemy of...

People often think that if they are capturing and analyzing customer feedback then they are better off than not collecting it at all, but be careful; if you are misinterpreting the data, it may lead to decisions that may be more damaging than ignoring your customers all together. In his article on CRMExchange, Lior Arussy identifies...

Finally, there is an equation for the perfect handshake…check it out! There is even a training poster for it. A face to face customer interaction frequently involves a handshake. So, it isn’t a surprise to find out that there is research around perfecting this initial interaction. Too bad it is in the...

When you ask people today which companies they associate with fanatical customer service, you often get only a handful of names back; the online shoe and apparel retailer Zappos is one of those companies. In the July/August 2010 issue of Harvard Business Review, Tony Hsieh, CEO of Zappos, shared insight into how he helped revolutionize customer...

They say things are funny when they’re true. That must be why an old Mad TV spot had me rolling on the floor laughing. If you haven’t seen the King Burger sketch, you’re missing one of the greatest statements on customer service. The spot revolves around an employee at King Burger who is part of the company’s...

So just how important is the caller ID and in what ways does call jurisdiction affect your calls? The short answer is ‘IT'S VERY IMPORTANT’!With the nearly ubiquitous penetration of caller ID services of cellular, business and residential phones, caller ID has become a tool used by the called and the caller. People receiving calls often examine...

Have you given your agents a hug lately? These folks have a challenging job. Using the common military analogy, the call center agent constitutes the "front line" of the business. When a customer is unhappy, they ring the call center. When the customer has a question, they ring the call center. When...