Let’s look at some facts and see if we can get to the end of this dilemma that Jeff talked about over at the Contact Center Blog in this post.
FACT: Smiling is something humans do as a sign of pleasure.
FACT: Pleasure is something call center employees tend to lack in their jobs.
OBSERVATION AFTER FACTS: Smiling [...]

Toyota, for the 5th year in a row, reigns as king of “Customer Retention” a study by J.D. Power & Associates shows.  65% of Toyota buyers trading in a vehicle, trade in a Toyota.  What does this mean?  It means that when Toyota gets a first time customer, they tend to keep that customer very, [...]

The world of the call center is changing at a faster pace than ever before.  No longer does mediocre customer service suffice, and gone are the days of a 50% satisfaction rating being “average”.  All of this change should mean one thing to you, more business.
There are two types of businesses in the world of [...]