The hottest and fastest selling product on the market. How to explain its benefits and produce more sales.
Job Priority Number One: Sales!
Getting CSRs to move beyond taking orders and answering questions to pursuing a sale during every customer interaction.
Interviews of four, highly successful customer service managers and their approaches to leveling, internal communications, training and teamwork.
The data you should be tracking and reporting to the management team on a monthly basis.
Quantifying Individual Performance
A new Cronin system to evaluate and manage individual CSRs using a composite of responsibilities, from call volume to sales.
The Virtual CSR
Alternatives to the deskbound employee, including telecommuters, part-timers and contractors, and use of virtualization tools, such as instant messaging and online help.