Management, Human Resources, and Life in a Customer Focused World

Someone recently asked me:
“When’s the right time to centralize different divisions or receptionists into a centralized center?”
This is a question that a lot of companies struggle with and mirrors the simple question of
“Should I start a contact center?”
The easy answer is: It depends.
I know. It’s a co-out. It is, however, true as well. [...]

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For those few people that still don’t believe that customer service has an impact on the success or failure of a company, here’s some quotes and surveys published by CNN Money:
A new study from Accenture (NYSE:ACN) ACN found that 59% of people had actually stopped doing business with companies in the past year due to poor [...]

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One thing that I’ve noticed some companies doing is having annual meetings to discuss what the best and worst were for the year prior.  Once those have been determined, the team begins to brainstorm and figure out what to do this year to prevent failures again and what needs to be done to sustain the [...]

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