How to Prevent Turnover in Your Call Center

With average staff attrition rates hitting 50%, now is the time to take action to prevent high turnover in your call center.

Difficult Customers – There’s No Such Thing

Change the way you think about customers and you’ll find they are not so difficult after all.

CRM – The Emperor’s New Clothes

Is CRM just an illusion? Read this alternative view on Customer Relationship Management and decide.

Achieving World Class Customer Satisfaction

Here’s a seven-step action plan to help target your best clients, build a standout service operation and achieve world class customer satisfaction.

7 Tips for Advanced Customer Satisfaction and Retention

Brandon Balsley, Sage North America small business technology observer, offers his tips for advanced customer service.

How to Deliver Superb Customer Service by Sharing Stories

Everybody loves a good story—in this article Donna Stevenson explains how story telling can actually result in amazing customer service.

7 Tips for Outstanding Customer Retention

Here are seven customer service tips to get your business up and running for outstanding customer retention.

Customer Service in the Web 2.0 World

Our world is changing and the rules of customer service are being rewritten. Read on to learn how technology is shaping the future of customer care.

The 3 P’s of Customer Service Management

A simple but effective way of focusing on three of the most important areas of customer service management.

8 Ways to Get Close to Your Customers

Eight proven ways to get close to your customers and find out what they value, what they care about, what they really want.

An extraordinary customer experience can only be provided through a deep understanding, and thorough exploration of process management.

Learn how to create an “Exceptional Customer Service Plan”, your gateway to successful client relationships.

Are You a Real Customer Service Professional?

Understand the five key areas where real customer service professionals perform well.

Call Center Performance Management

This article outlines some of the key areas in which call center performance can be measured and managed.

Foundations of Customer Satisfaction and Loyalty

Building the foundations of customer satisfaction and loyalty involves everyone.

Customer Service: You Just Never Know

Customer Service Managers must constantly keep their heads on a swivel. You just never know when or where the next challenge is going to come from.

Creating the Greatest Customer Experience Ever

Five simple starting points for creating the greatest customer experience ever.

Get to Know Your Customers

How much do you know about your customers? Do you know what makes them happy? Mad? Restless? Let’s face it – you should!

The Real Customer Service

We all know what customer service is. But do we know what “real” customer service is and why it is important?