Relationship capital: the new currency in customer services

April 28th, 2011

Companies are traditionally valued based on profit, assets and liabilities, but author Scott argues that these criteria may not be enough any more… Read the rest of this entry »

Poor customer service, there is no excuse

November 24th, 2010

Businesses fail because of two main causes – they can’t generate enough sales or they are poor at customer service. The inability to generate sales can be influenced by many human, physical and environmental circumstances; but poor customer service is a human issue, full-stop. Read the rest of this entry »

How much does bad customer service cost?

March 24th, 2010

According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. Read the rest of this entry »

How much does bad customer service cost?

February 22nd, 2010

According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. Read the rest of this entry »

Prerequisites for cross and up-sales

January 19th, 2010

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »

Prerequisites for cross- and up-selling

September 26th, 2009

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »

Prerequisites for cross- and up-selling

September 26th, 2009

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. But unfortunately most of the time these important employees have become controlled by handling and hold times, rather than building the important relationship between customer and company. Read the rest of this entry »

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