Are you invaluable? How about irreplaceable? Will the world stop turning if you don't pick up the phone or answer...
Year: 2008
The unfortunate fact of the matter is that you will receive complaints from customers. Sometimes these are warranted and sometimes...
OK, to start with it's not a desk that helps people! A help desk is a team of individuals (generally...
One important thing to remember from a Customer Service point of view is that the last person you speak to...
When was the last time you had a coffee? I don't mean in the office, but in a regular takeout...
The key things you need to remember if you're using Excel or any staffing program is to ensure that your...
Fortunately (and unfortunately) as a Manager you will frequently get involved in the process of hiring new staff. The unfortunate...
An extremely funny story that demonstrates the importance of listening to your customers. This is some correspondence which actually occurred...
A very important point to remember at all times is that you need to have a more aggressive Internal SLA...
Skill-Based RoutingSimpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best...
