How to Market Like Apple – http://smedio.com/1394
Customized Engaging Online Customer Service Training
More Customers Drop Cable TV
More customers drop cable TV; is Internet or cost to blame? http://usat.me?41019306
What is caller ID spoofing?
Q. In order to more effectively reach consumers in our outbound calling I was told to research caller ID spoofing. Can you explain what caller ID spoofing is? Myra’s answer to: “What is caller id […]
4 Tips for WOWing Customers Who Experience Problems
Seven years ago I had a new oven delivered to my home. The Sears deliveryman quickly pointed out that there was a small dent on the right side of the oven. The dent did not affect […]
Skill Based Routing
Skill Based Routing and WFM Scheduling The Business Case for Skill Based Routing Skill Based Routing Survey (PDF)
Call Center Metrics (Key Performance Indicators)
Here you’ll find a comprehensive list of the most critical key performance indicators for measuring quality and productivity in a call center. First-Call Resolution Response Time and Quality Average Speed of Answer Abandoned Calls […]
What is quality monitoring calibration and what are the benefits?
What is calibration in the quality monitoring process and what are the benefits? What exactly is quality assurance calibration and why would a contact center need to do it. Myra’s answer to What is calibration […]
Looking for complaint letter response guidelines? Here are 5 Tips for the Best Complaint Response Ever.
Q. Can you give tips on writing complaint response letters? I sure can. Here’s my 5-step process for responding to customer complaint emails. This is really the ultimate cheat cheat on how to write complaint […]
What’s the nicest way to give constructive feedback?
What’s the nicest way to give constructive feedback? I just received a review from my boss that included a comment that I am too harsh when I correct employee performance. I want to come across […]
Need skills to negotiate with gold-digging customers
Need skills to negotiate with gold-digging customers We are finding that many customers today are savvy negotiators and they are tough to deal with. Do you have tips for how to negotiate with customers who […]
De-escalation Training for Customer Service & Soft Skills Training 