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Welcome The 10 *Worst* Practices for Technical Support and How to Overcome Them This white paper explores 10 of the "worst practices" that are common to customer support operations. Each of these feature a section discussing how these worst practices can creep in to your contact center, and new ways in which to deal with them. We touch on how to eliminate well-intentioned management blunders that can hurt your performance from within, together with good and bad uses of support technology. Taken together, the guidelines in this report represent a summary of a new kind of best practices for support. |
September 18, 2009  |
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| eglue Helps Mexicana Airlines Improve Customer Experience
The survey was developed by OfficeTeam, a staffing service specializing in the placement of highly skilled administrative professionals. It was conducted by an independent research firm and is based on telephone interviews with 150 randomly selected senior executives at the nation's 1,000 largest companies. Following are some common Facebook situations professionals may encounter and how to handle them: You're tagged in an embarrassing photo. Untag yourself and change your privacy settings so photos are viewable only by your close friends. You're friended by someone you don't want to connect with. It might be best to accept friend requests from colleagues to avoid slighting them, but add them to a "work" list and adjust your privacy settings so you can effectively separate your job from your personal life. You're considering friending your boss. It may seem like a natural extension of amiable office small talk, but think twice before proactively friending your boss. It could become awkward for both of you. You want to join various groups. You should join groups that interest you. But if you have colleagues in your network and don't want them to see the groups you join, remember to adjust your application settings. You would like to be a fan of certain pages. Becoming a fan of pages on Facebook is visible to anyone who can view your profile, so you should avoid becoming a fan of any page you are uncomfortable sharing with coworkers or business contacts in your network. You love quizzes. Stop and think for a moment before taking online quizzes and posting the results to your Facebook page -- unless you want professional contacts to know which Gilligan's Island character you most resemble.
The survey found that the vast majority (83 percent) of companies project revenue growth in 2010, with 43 percent expecting revenues to increase by 6 percent or more. Also, slightly more than half (51 percent) expect higher sales goals and quotas for next year. Only 12 percent anticipate decreasing their sales staffing levels in the upcoming fiscal year (compared with 53 percent in February), and 16 percent actually anticipate increasing their sales force head count. Voluntary sales force turnover fell in 2009; 81 percent of respondents report less than 10 percent voluntary turnover, compared with 51 percent in February. Watson Wyatt's survey was conducted in August 2009 and includes responses from sales executives at 129 large companies. However, 60 percent think that sales force productivity and efficiency remains a significant concern, while 48 percent believe that sales force quota and goal setting is a concern. About one third (35 percent) also are concerned about sales force morale and motivation, while 40 percent are concerned with coaching and development. Less than half (47 percent) report being satisfied or very satisfied with their goal-setting processes. Alterations companies plan to make to their sales incentive plans in the next fiscal year include changing performance measures (60 percent), changing performance measure weightings (50 percent) and changing incentive formulae or mechanics (49 percent). Twenty-eight percent also expect to change their pay mix. Even in the current economy, the large majority of companies (86 percent) are able to identify their top performers, and 79 percent report that the top earners mirror the top performers, indicating a strong pay-for-performance orientation. Other findings include:
The report reveals several interesting demographic and regional differences. For example men wait for cable more than women: 27 percent versus 20 percent. Households with incomes over $75,000 had generally waited more in 2009 (60 percent), for longer periods of time (73 percent 2 or more days) and had taken more paid-time off (39 percent) than the national average or any other income level.
Source: TMCnet
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How to Tell Anyone Anything: Coaching your Service Team to Success How to Tell Anyone Anything: Coaching Your Service Team to Success explores a fresh new approach to coaching service professionals. An approach based on recent developments in the psychology of how we communicate with each other focusing on strength-based coaching versus deficit-based coaching. Read this white paper to discover why most coaching techniques are ineffective and how a painless, blame-free approach for coaching can create real performance and behavior change. Download the White Paper Now...
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| Understanding Users of Social Networks
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Rick Smith knows firsthand what it's like to feel stuck in a career rut. He worked in a midlevel job where he had modest success. Then his life took an unexpected turn and he found himself creating a business that became successful beyond his wildest dreams. He unlocked a level of performance he did not know he had in him. After all, Smith was just a regular guy who didn't like to take chances or even step outside his comfort zone. But as he found out, those qualities don't have to be stumbling blocks. In fact, they're two of the keys to making the leap from good to great. For more information, or to order your copy...
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| White Paper: Best Practices for Coaching Your Support Team to Handle Anything This white paper provides a step-by-step game plan for solving your support agents' worst nightmares, based on the author's experience in successfully "turning around" support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills -- both for how your agents respond to customers, and how you coach your team -- can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line. |
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