Erwin Steneker, editor of the great website Customer Service Point, gave my book, The Napkin, the Melon & the Monkey, a rave review! Check it out »

The wobbly U.S. economy will eventually recover. When it does, top performing service
reps who have been less than happy will start looking for a “better” job. Can you
afford to lose your best people?

It’s never too late to create a call center culture that attracts and keeps good people. And if you develop a reputation as a great place to work, the best and brightest will come to you.Companies that are staffed with engaged employees who like and respect each other, and focus on the same goals, are in a much better position to remain competitive in a fickle economy.
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1. Increase Customer Satisfaction
Today’s customers expect your representatives to keep them up to date on products and services that will save them time, money and increase convenience.

2. Create Customer Loyalty
The bond between you and your customers is strengthened when they have several of your products and services. They are much less likely to switch to the competition.

3. Capture Untapped Revenue
Even routine customer contacts have the potential to generate impressive revenue – at very little cost.

4. Reduce Customer Calls
When you “do it right the first time” and make problem-prevention a priority, call volumes plummet.

5. Lower Operating Costs
Contact centers that focus on quality over quantity operate more efficiently.