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Do You Know What Metrics are Driving Your Performance??
The CRM ProcessAt ClearView we talk to many organizations that do not know what metrics really drive their companies performance or what is a realistic and effective goal to manage their company to. We...
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3 Ways to Improve Employee Engagement in 2014
The CRM Process “There was once an important job to be done and everybody was asked to do it. Everybody was sure somebody would do it. Anybody could have done it, but nobody did it. Somebody got angry...
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6 Things That Will Kill Your Call Center in 2014
The CRM ProcessOkay it’s 2014 and it’s time to up your game! Every year the technology and tools for call centers get better and better. We have compiled a list of 6 things that have no business on...
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Three tips to Improve Attrition Rates in 2014
The CRM ProcessSometimes the obvious answer to a problem or issue isn’t always the correct resolution. Some years ago I had a conversation with some employees from our call floors during a focus group...
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How to Get More Clients for your Call Center
The CRM ProcessThe third party call center business is dog eat dog. There are several players, rising above the noise is very difficult. Believe me I know, having been on the marketing side of third...
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3 Strategies for Turning an Angry Customer into a Happy One
The CRM ProcessWhen looking at an artistic and creative tree drawing on paper, have you ever thought of how ironic it is that a tree can be drawn on the very thing from which the paper itself is...
View ArticleProtected: What to Look for in a Near Shore Call Center
The CRM Process This content is password protected. To view it please enter your password below: Password: The post Protected: What to Look for in a Near Shore Call Center appeared first on Customer...
View ArticleWhat Do You Want Out of Your Call Center?
The CRM ProcessWe often think that what agents want does not coincide with what the management expects but try to have an open mind and ask your agents what they want. You might be surprised with their...
View ArticleThe Formula to Change Agent’s Behavior
The CRM ProcessWe can look at metrics until we are blue in the face. We can use every measurement tool out there to get in-depth insight, but if it isn’t driving change in the behavior our agents then...
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How to Train Agents for Chat Support
The CRM Process Multi-tasking agents are one of the advantages of using chat as a support channel. A well trained phone agent can also be a chat support agent and can often manage several sessions...
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