Just like humans, brands have unique identities created and developed on a archetype DNA structure. Beyond theory, consumer behavior and intuition stand as key knowledge in shaping a successful embodiment of your brand or product. For instance, when creating my first brand positioning from scratch, I felt the need to find a rational analogy between …
Mother’s Day is here and with it comes the appreciation of moms everywhere who give tirelessly and selflessly to raise their children. For many, Mom continues to be an influence on their lives well through adulthood, and for others like me, we lost them much, much too soon. But in any event, the impact our …
What Moms Teach Us About Customer Service and Leadership Read More »
“I am convinced that nothing we do is more important than hiring and developing people. At the end of the day you bet on people, not on strategies.” – Lawrence Bossidy, Former COO of GE During my 25 years in the contact center industry, nothing has kept me awake more at night as much as worrying …
The 5 Key Rules of Better Understanding Contact Center Recruiting & Attrition Read More »
Nearly all descriptions of the quality of the customer experience have two basic components to them. The first requirement for providing a good customer experience is to eliminate problems and obstacles, making it as easy and painless as possible for the customer to meet her need or solve her problem. The second requirement is to please the …
Slides disponíveis em http://www.slideshare.net/InfinitOInc/50-customer-service-quotes-to-motivate-you-for-2015
In 2013, the U.S. Securities and Exchange Commission (SEC) ruled on the use of social media by public companies. This ruling allows companies to “use social media outlets like Facebook and Twitter to announce key information in compliance with Regulation Fair Disclosure (Regulation FD) so long as investors have been alerted about which social media will be …
Employees as a Channel: Exploding your Digital Presence Read More »
Techniques used to mine consumer and industry data may also let HR tackle employee retention and dissatisfaction. The latest data and analytics buzz comes from the field of advanced HR analytics, where the application of new techniques and new thinking to talent management is becoming more mainstream. The implications are dramatic because talent management in …
A maioria das organizações continua a não desenvolver as acções correctas no sentido de reforçar e alinhar a sua cultura, segundo um novo estudo da Deloitte. A falta de compromisso dos colaboradores é o principal desafio com que 87% dos líderes empresariais e de recursos humanos (RH) se deparam actualmente (79% no ano anterior), de …
Empresas enfrentam crise no compromisso dos Colaboradores Read More »
Em 2015, gestores de call center devem integrar diferentes operações e suportes tecnológicos para gerar melhores resultados. Essa é a tendência traçada por Michael McKinlay, CEO da Sytel Limited – empresa de porte internacional especializada em gestão de contact center. No artigo abaixo, Michael compartilha com os leitores do blog da Teclan suas impressões e …
Previsões da Sytel para gestores de call center em 2015 Read More »
There’s a famous quote attributed to F. Scott Fitzgerald: “The rich are different from you and me.” For a generation of older managers, a similar sentiment could apply to their understanding of Millennials in the workforce. They’re just somehow different. They want different things, they’re motivated by different incentives, they have have different values. To …
Study Shows Secret To Managing Millennials Can Be Summed Up In One Word Read More »
