Operations | Return on Behavior Magazine

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Don’t Silo-Out the Customer Service Department

In the increasing trend of out-sourcing customer service departments overseas, we look to giving you some very good reasons why it should be closer to home.

by David Rance

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Why we should maybe “Hurry Up and Wait” more…

Is it right that a company should profit more at the expense of wasting customer’s time?

by Liz Tahir

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Sick of Rotten Call Centers? Do Something About It!

Barely a day goes by without another story of uncaring call centre staff treating customers like dirt…

by Graham Hill

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Customer centricity: Doing the right thing for the customer

The strategy of customer centricity is a well accepted method of winning customer satisfaction, loyalty and even increased profits.

by Stephen Hewett

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Have a Plan: Customer-Centricity Doesn’t Happen by Osmosis

In business, the words “planning” and “customer-centric” seldom appear in the same paragraph, let alone in the same sentence.

by David Rance

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Thank you, Bob Cocksedge, for teaching all of us

Your call center is probably the cheapest investment you can make in building your B2C or B2B brand among customers and motivated prospects.

by Seth Godin

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The Customer Complaint Iceberg

This research shows that for every 26 unhappy customers, only one will lodge a formal complaint with Management.

by Paul Quinn

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The biggest obstacle to knowing what customers really think about us? Fear!

We fear they’ll tell us our product or service stinks, that we’re horrible people and we should never have set foot on earth.

by Ben McConnel & Jackie Huba

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Homeshoring – The new outsourcing

Homeshoring is one of the most interesting sourcing models that is currently on the rise

by Karsten Fogh Ho-Lanng

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How to turn your call center into a value center

In a lot of discussions I have with clients and potential customers one question always comes up – why are the call centers merely regarded as cost centers?

by Fredrik Abildtrup

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