Creating a Frontline That Improves the Bottom Line
By John Skabelund Have you left a convenience store lately, wondering why the cashier seemed so put-out, even hostile, while ringing up your purchase? Do … Read more
customer service articles
Compassion Fatigue
By Craig S. Judd, MA, LLP and Kathlene B. LaCour, MA, LLP I heard this phrase a couple of months ago. It was in one … Read more
Post Discharge Calling
By Mary Jo Gorman, M.D. Hospital care doesn’t need to end upon discharge. Nor should it. That is why there is a growing recognition that … Read more
Make a Great Impression on the Phone
By Patti Wood, M.A. We’ve all had this experience. You call a business, a harried voice asks you to hold, and before you have a … Read more
Strike the Right Balance in Your Contact Center
By Luke McNally Customer relationships often hinge solely on the performance of contact center agents, but who are these people on the front lines? How … Read more
Managing Satisfaction from the Contact Center Seats
By Dr. Jodie Monger Can a Customer Service Representative (CSR) in your medical contact center have an impact on overall satisfaction and loyalty with your … Read more
Five Most Frustrating Voice Mail Phrases
By Nancy Friedman, Telephone Doctor Voice mail remains a large frustration in this busy business world. It’s not just voice mail, the automated attendant is … Read more
Are You Certifiable?
By Peter Lyle DeHaan, Ph.D. Your call center may be an in-house operation or an outsourcer processing calls and contacts for other organizations. Regardless of … Read more
Customer Care in Your Call Center
By Gary Dupont In many organizations, the customer focus is relatively straightforward: provide substandard service to your customers and they will ultimately leave to go … Read more
Is Your Customer Part of Your Benchmark Process?
By Dr. Jodie Monger Eventually, each contact center manager gets the question from upper management, “How does that compare to other contact centers?” If you … Read more