Archive | October, 2009

Improve Customer Satisfaction with Call Recordings

Today I came across an article by John Jantsch of Duct Tape Marketing. The article, “How to Lose a Customer in 5 Ways,” points out ways that companies often fail their customers and lose business. Jantsch’s key tips include: Convey realistic expectations, and don’t break your promises. Create opportunities for customer feedback — don’t assume [...]

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Leveraging Call Recordings

Companies record their calls for many different reasons: for dispute resolution, regulatory compliance, to limit legal liability, and even increase security. In addition to these key objectives, call recordings can be used to improve employee productivity and increase customer satisfaction. Rather than simply recording and archiving calls, companies have the opportunity to leverage the call [...]

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Effectively Measuring Customer Satisfaction

Customer satisfaction can be a moving target, making measurement even more challenging. Imagine this call in your contact center: “Thank you, you’ve been very helpful, but I am not happy that I have had to call your company three times to have this issue resolved.” Ask yourself: Is this a satisfied customer? How many calls [...]

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Take a Tour — Benefits of Workforce Management

A new video has been published on Telrex’s web site featuring CallRex Workforce Management. The video, “Benefits of CallRex Workforce Management,” discusses how implementing a workforce management software solution can improve your business. Employee costs can make up to 75% of a contact center’s budget. Scheduling too many employees can cause you to go over [...]

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Customer Service Week

The first full week in October marks Customer Service Week, an opportunity for us to step back and express our appreciation to our customers and to employees for a job well done. How are you marking Customer Service Week?Phil Gerbyshak at the Slacker Manager blog suggests that we should celebrate the customers that our team [...]

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