I’m a proponent of empowering call center reps to service customers in more valuable, meaningful ways. Recent discussions in other customer service forums brought me to the attention of Tarun George, a writer for Nearshore America.

Check out Tarun article Forget about Handle Time, What About Satisfying the Customer? on NearshoreAmerica.com. He starts off:

The call center landscape is changing fast. Because of increased competition and brutal cost pressures in the last year, client retention and consequently client satisfaction are more important now than they’ve ever been. But are companies changing their call center practices to reflect that?

Click here to find the answer…and some of my thoughts on the topic.

Focus recently released a white paper I wrote on The True Value of Social Business. Check it out.

It blows through various misconceptions circulating about ROI. For example, results such as influence, engagement, impact or customer satisfaction are not values but benefits.

Use the white paper to arm you to gain the green light on your social initiatives by discussing the value with your executive team in monetary terms. This paper will tell you what you need to know, and explain the benefits of social business including:

Extended influence with prospects and customers.
Improved branding.
Improved customer service.
Heightened customer loyalty.
Better insight into customers.

The white paper is free. Click here.

Kathy Herrmann

Building better businesses