Delivering Operational Innovation to your Contact Centre.
March 26th, 2012 // 1:01 pm @ dollyk@cuttingedjj.com
Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Better customer relationships lead to a better bottom [...]
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Top 10 List to Developing Incentive Programs
September 2nd, 2011 // 1:32 pm @ dollyk@cuttingedjj.com
Posted by Lorna Ferguson, ICSA Advisory Council Member Through Dolly Konzelmann Before developing an incentive plan, talk to your agents, have focus groups and do your research. What you think is a fabulous incentive program with prizes or awards that you may want, may fall flat with your agents and not deliver the results [...]
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Do Incentives in the Contact Centre Work?
August 11th, 2011 // 7:06 pm @ dollyk@cuttingedjj.com
Posted by Lorna Ferguson, ICSA Advisory Council Member Through Dolly Konzelmann This is the age old question in any business – in order to stimulate activity and results, are incentives worth the cost and effort to design and administer? For clarification, I am referring to the prizes and awards that are above and beyond [...]
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ICSA at Big Brothers and Big Sisters of Canada
June 8th, 2011 // 1:31 pm @ dollyk@cuttingedjj.com
I was invited by one of our members, Optima Communications, to attend the Big Brothers and Big Sisters fund raising gala event last Thursday night. The evening was well orchestrated from the grand entrance, silent auction, dinner, and entertainment. The turnout was easily over 500 and the generosity of the participants and sponsors for this [...]
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