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Industry Articles
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Coaching for Quality: a Lost Art?
by Francoise Tourniaire
Much of the talk about quality monitoring is about technology, calibration,
and fancy randomized schedules. But the key to a successful quality-monitoring
program is good coaching for the reps. This is the focus of this article.
Full
Article
Problem-Solving Success Tip
by Jeanne Sawyer, Ph.D. Test
your assumptions about everything. Assumptions have a way of creeping
into all parts of a problem-solving project. They’re often wrong,
which can lead to a lot of wasted effort and even cause a problem-solving
project to fail entirely. It’s very easy to take a strongly
stated assertion as true, especially if it’s the boss who makes
it. Remind everyone involved to be skeptical and on the watch for
untested assumptions.
Full
Article
"Would You Like An Ebook With That?"
What McDonald's Can Teach Us About Internet Marketing -- You'll Be
Surprised!
by Scott M. Britner In
a class I just attended called "Creativity and Innovation";
we discussed the many types of ways to brainstorm ideas. One of the
ways of brainstorming ideas is to put yourself into another industry
than the one you are currently in and think about your question from
their standpoint.
Full
Article
Balancing the needs of your Customers,
Company & Employees
by Rich Hanke, Director Enterprise Service Desk- Lockheed Martin-
Enterprise Information Systems
People have been waiting for the next “Killer Application.”
Well, it’s here, it’s been here… It’s your
people. Your people are typically the front line for your organization.
Full
Article
Blended Customer Care Solutions
by Carlton Van Putten, General Manager, Stream International
This session will illustrate how self-service options can improve
a company’s customer care program by both reducing incoming
call volumes and lowering customer care costs.
Full
Article
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