As our company grows, I believe that we have an increasing responsibility to give back to our community. I view our contact centers as big, happy families. Our employees, from front line agents to top level management are employee owners, so everyone in our family has a vested interest in making our clients successful. Part [...]
{ 0 comments }
As I mentioned early on in this blog, we know that social media is changing the face of customer service and the customer experience. At USA 800 we understand this and have begun to incorporate social media channels into our contact center service experience to improve our own brand and extend those advancements to our customers.
We [...]
{ 2 comments }
According to Consumer Reports Magazine (January, 2010 Top Gripes What Bugs America Most, one of the things that bugs Americans most is the inability to reach a human (8.6 out of 10), which was only beat out only by hidden fees (8.9 out of 10). I am sure that you don’t find this too surprising. [...]
{ 0 comments }
Well, even though USA was beaten by Ghana and missed their chance to make it to the World Cup Soccer quarter finals, I have really enjoyed watching the games. Unlike the rest of the world, most Americans my age didn’t grow up playing soccer. I was one of the exceptions. So, watching the games and [...]
{ 0 comments }
The other day I was reading Steve Curtain’s blog about Dairy Queen: Something Indifferent, and it reinforced the notion, once again, that a smile really makes a difference in providing good customer service and sales. However, a smile is much easier to measure in the retail environment because you see it. Over the phone or [...]
{ 0 comments }
As the president and CEO of a company with over 1,000 employees, I feel like the head coach of a team. And, as we work through our game plan on a daily basis, there are a few plays that make me exceptionally proud. This happened recently with one of our retired employees, Judy Holt.
Judy worked [...]
{ 5 comments }
