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Can We Fix Marketing? Most Best Practices Are in Fact Worst Practices.
by: Idris MooteeOn average I receive 2 calls a night if I am lucky enough to be having dinner at home and not traveling; these calls are properly timed so they know I will be having candlelight dinner...
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The Invaluable Stories inside Customer-service Calls
Much of the story work I’m familiar with involves asking people to tell stories about their experiences on a particular topic. I do some of this myself. But I’ve also done work with a completely...
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Offshoring Telesales Reduces Close Rates - Why?
I’ve heard from several friends in call center operations that outsourcing inbound telesales to the Philippines has resulted in close rates below expectations. In at least one case that I know of, a...
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A Big F***ing Deal in Customer Service (hat tip to Joe Biden)
I heard a remarkable conversation recently. A woman, whom I pictured to be in her 50s, was talking to a help line to solve a problem she was having with her internet service. The very polite support...
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The Next Time You Pick Up the Phone to Call a Customer Service Agent You...
Global customer servicing outsourcing is touching us everyday and sometimes you don’t know who you’re talking to on the phone or online when you call your service provider. I have had good experiences...
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