Posted in August 15th, 2008 by Philippe Mesritz in Telemarketing/Sales Sign up to get free updates! The below came through on a mailing list that I’m on and I felt that it was an interesting take on things.  It’s something that I agree with and, whenever possible, my own endeavors wouldn’t pay on 100% commission either.  There are times when it’s the only option as I have had in a past business I ran (and closed down), however at the same time, I wasn’... Read Full Story

Posted in August 15th, 2008 by Philippe Mesritz in Customer Service Sign up to get free updates! From the blog –Service Untitled » Make a quick attempt. - customer service and customer service experience blog “If you have the customer’s phone number (from a voicemail or a callback request), put it into your system and see if anything comes up. If you have their email address, look it up. If you have their name, see what you can find.” Phenominal. “Once you’v... Read Full Story

Posted in August 13th, 2008 by Philippe Mesritz in Customer Service, Improvements, Management Sign up to get free updates! “I believe that an over reliance on metrics plague the call center industry at the expense of the customer experience.” (Metrics-Schmetrics « rich mclafferty’s customer experience weblog) Rich has an interesting point. Although I only partially agree, the fact is that metrics alone is not the way to measure your call center. Measure your center b... Read Full Story

I’ll also add to the toast: Who understand the business goals and work to further themselves, the customers and the business at the same time. Who understand that the customer is not personally annoyed with them and is able to find the silver lining in every call. Who takes the initiative to to really understand what the needs of the customer is rather than throwing answers at them before hanging up. Read Full Story

Posted in August 12th, 2008 by Philippe Mesritz in Motivation Sign up to get free updates! Series contents for 100pushups I put this under “motivation” for my blog for one reason and one reason only .. it’s personal motivation! I’m starting a regime that I recently heard about on the radio. It is called one hundred push ups. The idea is that at the end of six weeks, you’ll be able to take the “final test” of being able to do 100 consecuti... Read Full Story

Posted in August 11th, 2008 by Philippe Mesritz in Customer Service Sign up to get free updates! Customer service … what does it mean to you? A little customer service goes a long way « Palmetto PR Divas To the technician in the blog post above, it meant nothing. The person was simply an object to be worked on, as though he were in a factory and the child was nothing but a generic “widget”. There’s a difference — if you’re in a factory, then you... Read Full Story

Posted in August 8th, 2008 by Philippe Mesritz in Bad Excuses, Customer Service, Management Sign up to get free updates! If you run a customer service organization and you have heard “the system won’t let me” from your agents, think about whether you’ve given your agents enough empowerment and/or whether the systems are what are keeping you down. Service Untitled » The system won’t let me. - customer service and customer service experience blog The writer ... Read Full Story

Posted in August 8th, 2008 by Philippe Mesritz in General Sign up to get free updates! Obviously, it’s been a while since I’ve made any posts.  After some decision weighing, I decided that I’m going to change the focus of the blog a little bit and make it more personal-professional than primarily professional. Because of this, I’m removing it from C3OC.com’s consulting site and moving it to my personal domain.  The new domain for the blog is blog.mesri... Read Full Story

Posted in April 27th, 2008 by Philippe Mesritz in Management, Technology Sign up to get free updates! Sparked by: The Contact Center Blog Music on hold has always been a controversial topic — not in the sense of whether something should exist, but what should be said to your customers while they wait for your call center to pick up.  The definitive NO is simple: Don’t just have dead air.  This is annoying even when an agent has already picked up the phone and placed yo... Read Full Story

Posted in April 27th, 2008 by Philippe Mesritz in Management, Technology Sign up to get free updates! Sparked by: The Contact Center Blog Music on hold has always been a controversial topic — not in the sense of whether something should exist, but what should be said to your customers while they wait for your call center to pick up.  The definitive NO is simple: Don’t just have dead air.  This is annoying even when an agent has already picked up the phone and placed yo... Read Full Story