The “New” Chief Customer Officer
By Donna Fluss “What is the chief customer officer (CCO) in charge of?” If your CCO can answer this question, he or she may have … Read more
By Donna Fluss “What is the chief customer officer (CCO) in charge of?” If your CCO can answer this question, he or she may have … Read more
By Glenn Pasch I had lunch with a client recently, and we discussed the areas of his business that he wants to improve. I uncovered … Read more
By Bryan DiGiorgio “How’s business?” That’s the question forever on the minds of executives and business owners. What is the true state of my business? … Read more
Last year, in the post, Can You Prove It?, one of the call center evaluation methods mentioned was benchmarking. The results of a properly conducted … Read more
By Steve Michaels Q: How can I grow my call center service? A: That’s a great question, one that I am often asked. Here is … Read more
By Tom Cunningham One of the most common quandaries in call centers is to successfully meet the customer’s expectations while maximizing the efficiency of your … Read more
By Steve Michaels Q. Over the past few months, my call volume has dropped due to the economy. Is there anything I can do? A. … Read more
By Wayne Scaggs Considerations that make a distributed call center attractive may be focused on the customer base. Are calls being distributed elsewhere that require … Read more
By Steve Michaels Q. I am starting to lose customers due to the current economic conditions. What should I do to keep my business? A. … Read more
By Steve Michaels Q. I am thinking about starting an answering service. Do I need a business plan? A. Some entrepreneurs spend too long polishing … Read more