Productivity Associates, Inc. » Performance Management

Five Big Mistakes Customer Service Teams Make — And How to Avoid Them by Parature

admin — Sun, 10 Oct 2010 00:13:24 +0000

Five Big Mistakes Customer Service Teams Make — And How to Avoid Them by Parature (268)

Just as there are common denominators in the front-office strategies that set businesses apart from their competition, there are also common mistakes that organizations make that hinder service delivery. Here are the leading mistakes customer service departments make — and surefire ways to avoid them.

Discover Why Contact Center Quality Doesn’t Measure Up: And What You Can Do About It by ICMI

admin — Sun, 10 Oct 2010 00:10:35 +0000

Discover Why Contact Center Quality Doesn’t Measure Up: And What You Can Do About It by ICMI (431)

Optimize costs, improve customer satisfaction, and strengthen the contact center’s strategic value by getting a proper perspective on your quality monitoring program.

Contact Center Contact Center Benchmarking Benchmarking: An Industry Overview by COPC

admin — Sun, 10 Oct 2010 00:09:06 +0000

Contact Center Contact Center Benchmarking Benchmarking An Industry Overview by COPC (255)

A robust slideshow detailing benchmarking concepts, best practices and the results of their benchmarking research.

Customer Experience Management: A Business Imperative beyond a Technology Solution by HP

admin — Sun, 10 Oct 2010 00:04:57 +0000

Customer Experience Management: A Business Imperative beyond a Technology Solution by HP (172)

A white paper defining Customer Experience Management (CEM) and outlining ways to implement CEM and measure overall ROI of your CEM efforts. It includes some projections on where CEM may go in future years.