tag:blogger.com,1999:blog-15181989764310314082011-12-22T14:26:17.260-05:00<a href="http://bobdavisarticles.blogspot.com"><img src="http://users.bandzoogle.com/davecommunicates/files/qc500.jpg"></a><br/><br/>Sharing insights on how to <b>change</b> your customer contact culture, <b>achieve</b> dramatically improved results, and <b>sustain</b> world-class performance.Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.comBlogger451100tag:blogger.com,1999:blog-1518198976431031408.post-91403001197006594222011-10-07T17:20:00.002-04:002011-10-07T17:22:17.892-04:00

By Bob Davis Cable companies are faced with competition today like never before. Not only do they have to deal with traditional competitors, they also have competition from content owners, game consoles and cloud-based competitors. All of this has led to the practice called cord cutting. Whether or not you believe cord cutting is just beginning and will gain momentum, it is impossible to argue

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-40989030547165733062011-09-21T15:31:00.002-04:002011-09-21T15:38:43.197-04:00

By Bob DavisWe were three weeks into a service-to-sales project in a large customer contact center when I overheard the following comment from an agent passing the training room on her way to the break room.“I wasn’t hire to sell. I don’t care what they say,” the agent said. “I am not going to do it!”This is not an uncommon reaction to change. My company, Robert C. Davis and Associates (RCDA),

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-740388306832973702011-04-26T09:27:00.004-04:002011-04-26T09:36:32.550-04:00

By Bob DavisOver the last few years, my company—Robert C. Davis and Associates (RCDA)—has been working with newspaper organizations to help them sell multimedia advertising. In some cases we have helped our clients build multimedia sales centers from the ground up. In others, the task has been to train and coach existing inbound classified reps to make outbound multimedia sales calls. Our

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-88118530584337379022010-12-07T09:25:00.005-05:002011-01-27T14:12:54.655-05:00

By Bob DavisImagine being, as I was recently, in a 400-seat customer contact center for a major telecommunications company. The vast majority of the representatives do their work in a mediocre, robotic way. Their job is to handle customer service calls and transition them into sales opportunities, but they are demoralized because the last couple of years have been hard on them. They are required

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-50424539344853562272010-11-30T10:19:00.004-05:002011-01-27T14:13:51.250-05:00

By Bob DavisRecently, the publisher and vice-president of advertising of a major newspaper sat down with me to listen to the recorded sales presentation by a 20-something online telephone sales rep in the newspaper’s multimedia sales center. It was an eye-opening experience. The prospect, a tire store owner, replied, “Can you send me something that spells all that out? I am having trouble

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-12615720256078554832010-11-23T09:29:00.007-05:002011-04-26T10:47:12.724-04:00

By Bob DavisHow many people who work with you really love their work, or for that matter, love life? Many of us work with people every day who hate their jobs. So the question is, what can be done to help them feel better about themselves, what they do for a living, and life itself?Harvard professor William James once said, “The greatest discovery of my generation is that a human being can alter

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-49458756560864952942010-10-25T12:54:00.005-04:002010-11-23T09:38:26.298-05:00

By Bob DavisI had a positive customer service experience on the telephone this afternoon that I want to share because I believe it is an ideal example of how a call center representative can make not only a short-term gain for the company, but begin a long-term relationship that kicks off with a great impression.I wanted to buy a thoughtful gift for someone who is an avid sportsman, and I went to

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-59797163968283413202010-03-09T16:45:00.001-05:002010-03-09T16:46:55.408-05:00

By Bob DavisThere I was, sitting in a customer retention call center for a major phone company listening to a top-performing customer retention rep talking to customers who wanted to cancel their service. The phone company was interested in my observations because of all the customer retention work I have done in the newspaper industry, but I was learning more from them on this day then they were

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-91539184256908406962010-03-02T13:59:00.005-05:002010-03-02T14:32:44.635-05:00

By Bob Davis A few days ago my wife, Kim, and I were standing in the checkout line at a grocery store. The clerk asked the middle-aged woman ahead of us if she had any coupons.“I wish I had some coupons,” said the woman, who was shopping with her two grown children. “But I canceled my newspaper subscription, and now I don’t have any.”Kim asked, “Do you mind if I ask why you canceled your

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-43692251106030105262010-02-18T14:09:00.002-05:002010-02-18T16:32:24.959-05:00

By Bob DavisI was having dinner with a group of some of the best sales people in the world. The occasion was an awards dinner for the best sales people who worked at Morgan Stanley. I was the guess speaker, but as is often the case, I learned more from my audience than they did from me.I sat next to one of the best of the best. Pete earned more than two million dollars in commissions in 2009,

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-41298289503726861582010-02-01T17:38:00.006-05:002010-02-02T11:40:07.789-05:00

By Bob DavisIn September 1962, John F. Kennedy was given a tour of Cape Canaveral. During the tour, he stopped to ask a custodian who was vigorously pushing a broom what he was up to. The custodian replied, “I am working to put a man on the moon!” The noble cause for NASA had been clearly communicated. Everyone including the janitor was motivated by the challenge.We are at a crossroads in the

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-10814259731696213052008-11-13T11:56:00.007-05:002008-11-13T12:06:49.275-05:00

By Bob DavisNow more than ever, circulation managers are being asked to do more with less. I’m sure that as you have done and redone your budgets for next year, you have looked for every possible nickel to save yet even more savings are required. So let me suggest a great place to look to cut costs while actually increasing your output. Outsource your retention calls.Now I know that when ask

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-61783026702663596062008-06-11T12:35:00.009-04:002008-06-11T13:42:14.295-04:00

By Bob DavisLately I have been teaching a group of long-term inbound classified reps I consider to be among my favorites. The other day while I was teaching, a woman in the class who had been with the newspaper for more than 30 years told the group a story about computers being introduced to the department in the 1980s. Back then she and the other reps were afraid they would get cancer working so

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-8856427129085137202008-05-13T16:35:00.006-04:002008-05-13T16:54:54.119-04:00

By Bob DavisOver the past year or so, based on the needs of some of our newspaper clients, we have begun to provide quality monitoring and mystery caller services for classified advertising sales departments—with very positive results.We have learned a great deal from the experience. In fact, I am thinking about writing a book entitled I Heard What Your Potential Advertisers Had To Say Yesterday.

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-12137448253285702672008-05-06T14:06:00.006-04:002008-05-06T14:24:05.363-04:00

Don’t settle for expense when you can have profitBy Bob DavisYour customer service department does not have to be an expense. It can indeed be a profit center. Yes, you read that right -- a profit center! I will explain how in a minute, but first let me tell you a story.I got a call last Monday from my father. He and my mother spend their winters in Florida and they were packing to make their

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-27821745789751727932008-04-29T11:25:00.000-04:002008-04-29T12:01:48.078-04:00

By Bob DavisPicture a scene in the boardroom of a large newspaper chain. I have just presented a proposal that will require a considerable investment but will deliver a fantastic return. It’s decision time, yet many of the leaders in the room seem only to be looking at their shoes. At last a mid-level manager speaks up. “This is a great idea,” he says. “I think we should do it.” What a hero!Now

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-90329066002322880052008-03-26T16:49:00.000-04:002008-03-26T18:14:57.912-04:00

(This article was originally published in the latest edition of Inside Call Center, published by MacDonald Advertising Services.)By Bob DavisI love the story of the old-time logger who had always done his work with a two-blade axe. His son left the Maine woods to go to college, and while he was away he sent his father a gas-powered chainsaw. The son called home to ask how his father liked it. His

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-64953665895797084552008-01-15T11:50:00.000-05:002008-01-21T11:47:47.247-05:00

A great future for newspapers rests on an effectiveness-versus-efficiency mindsetBy Bob DavisI was very impressed last month when I read about how real estate mogul Sam Zell (photo - Kellogg School of Management, Northwestern University) rode in like the new sheriff in town as the new Chairman and CEO—and new majority shareholder—of Tribune Company in Chicago.One of his statements in particular

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-19297149546173046152007-11-06T14:45:00.000-05:002007-11-06T14:58:57.559-05:00

Reps who shift their focus find no shortage in ad businessImagine the scene: a newspaper advertising team is gathered for an end-of-day celebration. They form a semi-circle around a large whiteboard. There are cheers and jeers as each rep reports prospecting success and sales results for the day. Kathy, a long-time real estate rep writes $15,000 on the board as her results for the day. She turns

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-10044990708223224252007-11-06T14:43:00.000-05:002007-11-06T15:56:19.620-05:00

Newspaper with growing circulation points to the value of follow-up on service errorsRecently I’ve been working in the customer service department of a large newspaper that holds the distinction of growing circulation. Sure, it has the benefits of a growing market and a good product, but the same is true for many newspapers with declining circulation. So what makes the difference? This newspaper

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-15677860099464808232007-10-01T12:21:00.000-04:002007-10-17T16:11:39.643-04:00

The key is to partner with vendors in focusing on the behaviors that drive desired resultsDemand for outsourced call center services is rising fast in the newspaper industry. The Newspaper Association of America reports that 60 percent of all newspapers outsource at least some of their sales efforts. While outsourcing has been common in sales for some time, the industry is turning increasingly to

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-53228415167417672552007-08-29T16:10:00.000-04:002007-08-29T16:30:49.509-04:00

Five winning steps net sales from current non-advertisersGiven that newspapers earn between $25 and $85 per contact on outbound calls to classified advertising prospects, it makes perfect sense that we should be making as many outbound calls as possible. But once we get those prospects on the phone—particularly those who are non-advertisers versus expired listings—how do we maximize our sales

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-63356845320596861952007-08-08T13:22:00.000-04:002007-08-08T14:19:14.603-04:00

As newspapers strive to protect their bottom lines, I hear a lot of talk about efficiency. Should we centralize our operations? Can we outsource call center operations at a lower cost than we can handle it in-house? Should we send our work overseas? Yet I believe we should focus on growing top-line revenue—on effectiveness instead of efficiency.Let me give you a few examples.Call abandon rates

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com1tag:blogger.com,1999:blog-1518198976431031408.post-86036438476548451342007-06-27T03:01:00.000-04:002007-06-26T18:04:29.893-04:00

Newspaper Next produces excellent foundation for actionWhen the American Press Institute undertook Newspaper Next to research and test new business models for our industry, the overall goal was to find ways for newspapers to survive the “strategic inflection point”—the recent period of disruptive changes including declining circulation, rising costs and downward revenue trends. This well

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-45787397776826219432007-06-12T15:56:00.000-04:002007-06-08T17:09:53.216-04:00

By focusing on dials and quality conversations, reps reach more prospects and sell more newspaper adsNewspapers earn between $25 and $85 per contact on outbound calls to classified advertising prospects. The problem is, newspapers are not talking to enough prospects.Not the only game in town anymoreThe world is changing fast for the newspaper industry, and nowhere is this change more apparent

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com1tag:blogger.com,1999:blog-1518198976431031408.post-21106225844567217202007-05-15T16:16:00.000-04:002007-06-08T17:22:20.791-04:00

In my 25 years of work in training, coaching and consultation within newspaper call centers—as well as five years as a consultant to Morgan Stanley, whose lifeblood is telephone prospecting—I have come to recognize five keys to telephone prospecting success that we can apply in today’s market for newspaper classifieds.1. Enthusiasm. Successful telephone prospecting is 12 percent what sales

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-26844016148597636452007-05-15T15:20:00.000-04:002007-05-15T16:36:54.895-04:00

A problem truly understood is already half-solved When subscribers call in with a cancellation request, the most common reason they give is that they don’t have time to read. In many newspaper call centers, reps hear subscribers give this reason and then immediately jump right on the fix—usually a downgrade in the frequency of delivery or a drop in the price. But they’re jumping far too soon.The

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-80842650490389556962007-04-23T15:17:00.000-04:002007-05-14T10:50:10.162-04:00

Five years ago, Xerox was facing possible bankruptcy. Revenue and profits had declined, cash was going down, and debt was increasing. The company faced angry customers and defecting employees. On the day Anne M. Mulcahy (pictured at right) was named president and COO of Xerox, the company had lost half its share value. Looking back today, how Xerox changed its fortunes under Mulcahy’s leadership

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-68614358671994849152007-03-30T11:47:00.001-04:002007-03-30T12:29:18.588-04:00

Customer relationships suffer when companies adopt an internal focusRecently I flew the regional airline that has the worst record in the industry for late departures. The experience reminded me that one can learn some valuable lessons about customer service—usually what not to do—from poor performers.Picture a gate being used by a regional airline at Boston’s Logan airport. It is snowing outside

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-49207570865373999612007-03-12T21:47:00.000-04:002007-03-15T16:13:17.734-04:00

I was delighted to serve as a major source for this trade article on InlandPress.org and was quoted extensively on the subject of how “Improving customer service starts at the top and pays huge dividends.” No 'magic' – just commitment to serveWednesday, March 07, 2007 By Randy Craig | Editor, rcraig@inlandpress.org Jon Louder, circulation director at the Mitchell (S.D.) Daily Republic,

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-56503419901323186302007-03-09T16:54:00.000-05:002007-10-17T16:05:28.026-04:00

Win back more subscribers with a proven, customer-centered approachThousands of subscriptions for U.S. newspapers are stopped each day because of non-payment. Newspaper companies have tried to save as many of these cancellations as possible, but they've had no effective way to outsource their outbound retention calling. Until now.Win-win approachRobert C. Davis and Associates, known for

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.comtag:blogger.com,1999:blog-1518198976431031408.post-54748682050109542952007-01-17T16:04:00.000-05:002007-03-15T16:10:06.110-04:00

Client: National Customer Service (NCS), USA TODAYInternal Brand: HEROESDuration: 12 monthsChallenge:NCS is responsible for the success of two call centers which handle all inbound customer service and outbound retention calls for USA TODAY. The two call centers are located a continent apart with one center being operated by an outsourcer that handles calls for a disparate group of clients. The

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-84993713982780565942007-01-15T15:00:00.000-05:002007-03-15T16:13:53.526-04:00

When you're on the phone with customers, it pays to ask questionsBy Bob DavisNewspaper customer care centers across the land today have an opportunity to mine real gold by asking subscribers the right kind of questions with every contact. In my work with major media companies in the U.S., I have proven time and again that asking these questions consistently-which means adding a discovery step

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-59783427443315998732006-12-20T02:02:00.000-05:002007-03-15T16:14:10.457-04:00

Client: Morris Communications (Shared Services Center in Augusta, GA)Internal Brand: Customer OneDuration: 18 monthsChallenge: Based on the overwhelming success of the pilot outbound retention center that Robert C. Davis and Associates (RCDA) helped build for the Florida Times-Union, Morris Communications hired RCDA to assist with the new Shared Services Center in Augusta, GA. The center's

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-28535797886523515012006-11-14T21:03:00.000-05:002007-03-15T16:08:56.850-04:00

Client: Morris Communications (Florida Times-Union)Internal Brand: Customer OneDuration: 18 MonthsChallenge: For years, the Morris Communications newspapers relied on conventional methods to attract renewal subscriptions. They sent second notices to subscribers at the beginning of grace and then hoped that the subscribers would return the notices with a check for a renewal. About 90 percent of

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-550217672674342942006-11-03T18:57:00.000-05:002007-03-15T16:00:04.192-04:00

Client:The Miami HeraldInternal Brand: Herald SAVESDuration: 6 monthsChallenge: The Miami Herald has had a dedicated retention team for several years. While this team was doing an adequate job of providing service to subscribers, reselling subscriptions, and renewing subscriptions for future service, leadership felt the department was underperforming its true potential. They decided to engage

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-9125100705318441732006-10-16T15:48:00.000-04:002007-03-15T16:10:36.277-04:00

Client: Landmark Communications(News & Record in Greensboro, NC)Internal Brand: WIN The News & Record WayDuration: 12 monthsChallenge: The News & Record, like many US newspapers in mid-sized markets, was experiencing substantial circulation decline. Unwilling to accept the consequences of this decline, leadership at the News & Record hired Robert C. Davis and Associates (RCDA) to train and coach

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-13972414819839904312006-09-13T13:29:00.000-04:002007-03-15T16:14:52.968-04:00

Published September 13, 2006 by the Newspaper Association of AmericaBy Bob Davis, president of Robert C. Davis and AssociatesRecently a circulation director asked me how to get CSRs to apply more common sense to solve problems on calls. My answer is that CSRs by and large have plenty of common sense. They simply need more room to apply it.Over the years I have found three reasons that CSRs are

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-55927693128060700802006-08-23T15:42:00.000-04:002007-03-15T15:57:05.581-04:00

Client: The Dallas Morning NewsInternal Brand: Work Better HereDuration: 12 monthsChallenge: Leadership at The Dallas Morning News engaged Robert C. Davis and Associates (RCDA) to support its retention effort by establishing an outbound call center. This decision was based on the tremendous success that RCDA had demonstrated in helping other clients establish new retention centers. The retention

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-2417506806820888272006-08-10T13:06:00.000-04:002007-03-15T16:15:38.677-04:00

Boosting sales and retention through EZ Pay is just what the name implies if you take the right approach. And the results are dramatic.By Bob DavisIt's no secret that EZ Pay promotes subscriber retention. The latest research shows that EZ Pay customers are two times more likely to keep their subscriptions. The question is, how many of your subscribers can you sign up for EZ Pay?I believe 60

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-985546370951011432006-08-03T15:53:00.000-04:002007-03-15T15:55:43.637-04:00

Client:Knight Ridder (Customer Care Center C3)Internal Brand: FOCUSDuration:9 monthsChallenge: The Knight Ridder Customer Care Center (C3) in Miami, FL handles inbound calls for 22 Knight Ridder newspapers. Leadership at Knight Ridder has come to realize that the 4.5 million calls that this center receives each year should be seen as an asset and not a liability. They have engaged Robert C. Davis

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-58190927166357895432006-07-11T14:56:00.000-04:002007-03-15T16:16:44.113-04:00

By selling the value proposition instead of discounts and by becoming world-class sales organizations, circulation departments can turn the tables on an alarming trendBy Bob DavisNewspapers across the country have been struggling with declining circulation, but it doesn't have to be that way. The solution is for every circulation department to become a world-class sales organization.The industry

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-15630709212441955022006-06-05T15:18:00.000-04:002007-03-15T16:17:21.262-04:00

Why selling papers should be second nature for every newspaper organizationBy Bob DavisI was at the customer service center recently for a major metro newspaper. The center was working on a project designed to increase the number of saved cancellation requests. A few days earlier, the newspaper had sent out invoices to hundreds of new subscribers who had been brought in by an outside vendor. Call

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-52621998569719576472006-05-22T15:32:00.000-04:002007-03-15T16:18:18.047-04:00

When it comes to communicating with your subscribers, quality beats efficiencyBy Bob DavisRecently, as I watched a newspaper publisher listening to the robotic way his customers service reps were dealing with subscribers, his eyes got wider and wider. Within 15 minutes he was on the phone to his customer service manager, asking astutely how rep effectiveness was being measured.The answer was call

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0tag:blogger.com,1999:blog-1518198976431031408.post-37798400056657916232006-04-24T15:38:00.000-04:002007-03-15T15:40:11.870-04:00

When taking inbound customer calls, the greeting is criticalBy Bob DavisCustomer contact centers have a golden opportunity every time a customer calls to make a request, register a complaint, or even quit. Yet far too often, companies lose these opportunities as fast as they come into the queue. The good news is that organizations can boost their sales and customer retention figures dramatically

Bob Davishttp://www.blogger.com/profile/11902304452189571637noreply@blogger.com0