TeamTelax

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To deploy cloud or not to deploy cloud, that is the question for SMBs

A new report offers a snapshot into the deployment preferences of some smaller companies when given the choice of on-premise or cloud-based software. …

A Man, a Blouse and an Awesome Customer Experience

You never know where you'll find a great customer experience.<p>I found it today when I ran out to do an errand for my wife — a day late as …

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5 Ways to Make a Great Impression on Your New Customer

1,742<p>   <p>Filed under - Industry Insights<p>New customers are a lot like making a new friend. You need to make sure that you are making a good …

Customer Experience

5 Ways Call Center Management Can Improve AHT

The amount of time it takes to complete a call with the call center agent is something of importance for both the center and the customer. The center …

Customer Experience

Can Creativity Really Be Taught?

Thinking of shelling out for creativity training? Have a look at the latest brain science before you open your wallet.<p>If you're looking to increase your creativity or that of your employees, an army of experts, gurus and consultants will be happy to help, offering a variety of plans and programs …

The Ignored Side of Social Media: Customer Service

What do you do when your flight to San Francisco is cancelled at midnight and the airline insists on rebooking you and your spouse on two separate …

Social Media

Better Culture Could Have Prevented Viral Comcast Call

This week, one man's customer service call to Comcast turned into a badgering — a simple request to cancel his service was repeatedly beaten back by the employee on the other end of the line. It was a familiar feeling for a lot of us, which perhaps explains why more than 4 million people have …

Ways to Improve Customer Experience

Customers are the key to success of any business—today more so than ever before, thanks to globalization intensifying competition. This means …

Customer Experience

Why 90% of Companies Fail at Delivering Consistent Customer Service

I recently had a really interesting chat with a former New-York customer service representative I met through Twitter. You can read the customer …

Customer Service

Slow customer service costs you over $750 a year

“Hold, please.” Those are words that every customer dreads hearing from a customer-service representative. And not only are they maddening, they’re …

Customer Service

5 Company Culture Hacks for a Happier Workforce

It's simple: A happier team means a happier workplace. Here's how to get it.<p>What do chocolate, puppies, and a brisk walk have in common? These things can all make us happier throughout the day, and they can all be incorporated into your company culture to inspire a happier workforce.<p>Company culture …

The Personality that Succeeds in Customer Support

The quality of your customer support will never exceed the quality of the people providing it.<p>Successful support departments often operate like …

5 Rules To Stop Employees From Gaming Your Feedback System

When an employee asks a customer to “give me a 10 on a survey or I’ll get fired,” can you really count on the accuracy of that customer’s rating? …

Go Big or Go Home with Customer Experience

<b>The good news:</b> Businesses understand that taking care of the customer experience is just one of the requirements of doing business today and …

4 Business Lessons from Brazil's Huge World Cup Loss

The 7-1 massacre happened in part because Brazil made a few key missteps. It's too late for Brazil--but your business can still learn from that defeat.<p>Soccer fans anticipated a tough match-up between Brazil and Germany in the World Cup semi-final yesterday. No one expected the Germans to score five …

Why Call Center Management Should Consider Call Recording

What role does call recording play in your environment? If yours is a call center, it’s likely at the top of your priority list. Whether you need it …

Project Management

10 questions to determine whether hybrid clouds are right for your organization

Hybrid clouds are helping enterprises find a balance between their IT infrastructure and public cloud services. But do they make sense for you?<p>Hybrid …

10 Powerful Ways to Let Freedom Ring in Your Business

Freedom-centered organizations perform better than fear-based ones. Why not give freedom a try in your business?<p>Albert Einstein once wrote, "All that is truly great and inspiring is created by the individual who can labor in freedom." There's just one problem with Einstein's dictum: most people …

Employee Engagement

Can Measuring Quality be Just a Matter of Common Sense?

Quality is a word that's thrown around a lot lately. Quality content, quality products, quality customer service, quality user experience; the word …

Customer Experience

Not Equipped to Read Big Data? These Guys Can Help

Business intelligence services are moving to the cloud, and small businesses can't wait.<p>It used to be that business intelligence software tools--that, say, enable a deep dive into sales data and just about everything else in your business--were the exclusive domain of big business.<p>The tools, hefty …

These 7 Motivational Navy SEAL Sayings Will Kick Your Butt Into Gear

Asleep at your desk? Read this and get going.<p>Whether you are an entrepreneur, working in corporate America, or building a startup, it is imperative to continually seek new ways to stay inspired and driven. Being a self-starter is a fantastic quality, but we are all human and get distracted by the …

How many calls can contact center agents handle?

How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple?<p>In …

Your New Best Friend - The Complaining Customer

Sounds crazy, huh? I'm sure the last thing you are thinking when that disappointed or sometimes irate customer is unloading on you. The truth is, …

Customers

Are You Tweeting Your Customers?

344<p>   <p>Filed under - Call Centre News, Cirrus<p>Jason Roos explains why you should be actively engaging with customers via social media.<p>Customers …

Social Media

16 Easy Ways to Improve Your Focus

Having trouble concentrating? Stop multitasking, and try sleeping better.<p>Americans have about an eight-second attention span.<p>That's less than that of a goldfish.<p>But we can improve our powers of concentration by, for example, finding clever ways to eliminate distractions, hacking our workflows, or …