Browsing articles tagged with " Call Center"

Outsourcing Customer Service to Free up Time and Resources

Nov 17, 2011   //   by Brett Brosseau   //   Brett Brosseau, Business Process Optimization  //  No Comments

Small and micro-businesses know how important customer service is to their continued success. Whether it’s someone answering the phone every time it rings or someone answering emails from customers and potential customers, small businesses can find it difficult to find the human resources necessary to cover all the important bases when it comes to this important business function.
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Content Development Services From the Experts

Nov 15, 2011   //   by Brett Brosseau   //   Brett Brosseau, Business Process Optimization  //  No Comments

For some businesses, content development takes a back seat to other marketing functions. Often, this is a result of a lack of understanding as to the importance that content holds on the web in today’s online marketing world.

Successful companies, on the other hand, understand the need for good content and the important role that content development plays in an online marketing mix that produces positive results.

In the early days of the web, content was simply words in the form of web pages and, possibly, some documents (spreadsheets, images of text, etc). Today’s comprehensive and complex content strategy incorporates many online spaces and varied mediums within the online world, including:
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Getting The Customer Service Agent Experience Right Is Good For Business

Oct 31, 2011   //   by Brett Brosseau   //   Brett Brosseau, Business Process Optimization  //  No Comments

Earlier today I was reading this great article Forrester.com by Kate Leggett. It was so good that I thought I’d pass it along.

There is an explosion of customer service products and services, and companies are turning to customer service as a way to differentiate themselves: 90% of customer service decision-makers tell Forrester that a good service experience is critical to their company’s success, and 63% think the importance of the customer service experience has risen.

But we know that businesses must be pragmatic in choosing initiatives that will help deliver service in line with customer expectations, and at a cost that makes sense to the business.
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