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Alexander Communications Group


Latest Content From Alexander Communications Group

Whitepaper: Let ""Change Management"" Guide Your Center in the Evolution From Service to Sales

by Alexander Communications GroupJan 01, 2008

The idea of transitioning from a 100 percent service-oriented customer service process to one that handles a mix of service and sales or of inbound and outbound calls is one that many companies are considering. They want to influence the service contact to increase revenue, to add value to the customer service center, and to make it more of a profit center and less of a cost center. One problem, however, is that many companies attempt to make this shift without thinking in detail about how it


Whitepaper: The Competitive Edge: Send Reps Home to Work

by Alexander Communications GroupJan 01, 2008

More and more customer service departments across the country are sending their reports home ... to work. Telecommuting programs offer customer service managers the opportunity to cut operating costs, increase employee productivity and retention, as well as the ability to compete effectively against companies with more resources, he adds. It discusses additional benefits of using at-home service reps.


Whitepaper: Remote Control: Monitoring Virtual Agent Service Providers

by Alexander Communications GroupJan 01, 2008

The challenge for virtual agent service providers is create a seamless extension of the in-house contact center without the perceived benefits of in-person supervision of agents. This issue is further complicated when these agents are not employees. Some managers may balk at engaging a virtual agent workforce because they believe it will be more difficult to manage and will require drastic modifications to their approach to supervision. While physically sitting next to virtual agents is not an


Whitepaper: Ten Steps Toward an Improved Global Image

by Alexander Communications GroupJan 01, 2008

The signals an organization sends out accumulate globally to form a tangible reputation. This offers 10 tips on creating a global communications strategy with service as its centerpiece. Public perception is very important for corporations. It is a big world out there and corporate brands can carry enormous value. The resulting volume of communication across cultures creates enormous opportunity for misunderstanding and risk of reputation.


Whitepaper: Customer Service Supervisors Should Be on the Floor - Coaching!

by Alexander Communications GroupJan 01, 2008

The number one job of the frontline customer service supervisor is coaching and mentoring customer service reps to better performance - being on the floor to offer advice, encouragement, reinforcement, and immediate feedback on how reps are doing and how they can do better. Relationship building. This is the foundation for all of a supervisor’s work on the floor and involves a supervisor’s building a personal relationship with every one of his or her reps.


Whitepaper: Sibson’s Compensation Solution

by Alexander Communications GroupJan 01, 2008

While Sibson & Co. looks at a variety of factors that impact work performance when they take on a client, their specific assignment in many cases is to help create a compensation plan that will improve performance and align with strategic goals. Here’s what it came up with for the health insurance company described in the paper published by Alexander Communications Group ?Fix Service Problems by focusing attention on processes in addition to people.?


Whitepaper: The Pros and Cons of Supplemental Incentives

by Alexander Communications GroupJan 01, 2008

Reward and recognition programs such as this are very common in field sales organizations and growing more common among customer service representatives. It discusses why companies should be very careful about offering supplemental reward and recognition programs on top of their core compensation plans. It can take the form of merchandise or travel incentives, gift certificates, gift cards, etc.


Whitepaper: Survey Techniques: How to Create an Effective Customer Feedback Tool

by Alexander Communications GroupJan 01, 2008

Getting accurate feedback from customers is critical, whether input is used to improve service or processes, enhance relationships or launch new products. There are many customer feedback formats companies can use such as written, postcard, phone and Internet, and choosing one will depend on the type of information the person is looking for as well as the person’s specific customer base.


Whitepaper: Are Intergenerational Issues Disrupting Your Service Center?

by Alexander Communications GroupJan 01, 2008

Every generation has its own way of looking at things. As George Orwell says in the ""Quote of the Month"" in the May issue of The Customer Communicator, ""Each generation imagines itself to be more intelligent than the one that came before it, and wiser than the one that comes after it.""


Whitepaper: Guide Your CSRs to a More Positive Attitude

by Alexander Communications GroupJan 01, 2008

Customer service reps are charged with providing a positive experience for their customers. That’s their job. It is not easy if the customers own experience isn’t positive, mainly if there’s a disconnect between the way companies want CSRs to treat customers and the way in which those companies themselves treat their CSRs, or if the workplace itself is filled with negative images and expressions that are more likely to undermine than to reinforce a positive attitude. Here, it is