Talk of a full economic recovery is on hold for the time being as we are now fully entrenched into a cycle of growth and better efficiencies but the corresponding increase in jobs has not followed. By definition we are...
February 5, 2010 Read MoreSometimes things should just be assumed, if you don't allow yourself enough time you'll be late, if you don't stay organised you'll forget things and if you don't look after your customers you'll eventually lose them. Everyone in business knows...
January 29, 2010 Read MoreToo often in a call center environment (or any customer service situation) there is a misconception that a rapid response is the best way to provide quality service when faced with any client issues. Over the years I've seen time...
January 27, 2010 Read MoreThis is a brand new economy, and succeeding in it will likely take a very different path. The last few years have shown that a company that can't change with the times will most likely be left behind and eventually...
January 26, 2010 Read MoreOne of the challenges in call centers is the large number of employees (and different personalities) you have to manage to achieve customer performance and quality objectives. Once you understand that establishing rapport, accountability and respect are essential, it’s less...
January 12, 2010 Read MoreWith the arrival of the New Year comes the first in what I expect to be a series of surveys to gauge both national and regional pulse in terms of the economic outlook for 2010. The Royal Bank of Canada...
January 4, 2010 Read MoreEconomically 2009 has been as difficult as any year in the last 40 according to official statistics being released by the United Nations economic panel. Of the 160 nations providing data, 1079 showed a reduction in per capita income with...
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