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It’s time to get your call center ready for the 2020 Holiday Season

2020-09-23T11:23:06-04:00

It’s time to get your call center ready for the 2020 Holiday Season For decades, the US retail industry has experienced two giant peaks every year—one around back-to-school shopping at the end of summer, the other centered on Black Friday, Thanksgiving, and shopping for the holidays. The data speaks for itself: the 61 days [...]

It’s time to get your call center ready for the 2020 Holiday Season2020-09-23T11:23:06-04:00

Why are you measuring service levels that way?

2020-06-02T17:36:58-04:00

Why are you measuring service levels that way? Last month, we looked at different approaches for evaluating consumer satisfaction. One way that consumer satisfaction finds its way into operations is the service level. When we say ‘service level’ in this context, we are referring to what is rooted in the classic call center measure: [...]

Why are you measuring service levels that way?2020-06-02T17:36:58-04:00

4 Ways to Measure Consumer or Patient Satisfaction

2020-09-16T08:44:25-04:00

4 Ways to Measure Consumer or Patient Satisfaction At Stafford, we work with hundreds of brands. So, we get to see a variety of different approaches to answering the question “Am I making my consumers happy?” We are often asked our opinion on different approaches, so we wanted to share a quick view of [...]

4 Ways to Measure Consumer or Patient Satisfaction2020-09-16T08:44:25-04:00

Preparing for A Product Recall

2019-12-02T19:13:02-05:00

Preparing for A Product Recall Consumer products companies are fully aware of the possibility that one of their products could be the target of a product recall or some other unforeseen regulatory crisis circumstance. Even with this awareness, many consumer products companies do not have a proactive crisis management strategy in place. Rather, when [...]

Preparing for A Product Recall2019-12-02T19:13:02-05:00

Call Center Hiring: How to Hire the Right Employees

2019-09-19T18:55:12-04:00

Call Center Hiring: How to Hire the Right Call Center Employees One of the toughest challenges that call centers face is finding and retaining good employees. High agent turnover means more resources that must be spent on hiring and training, eating away at company profits. Hiring the right call center employees from the start [...]

Call Center Hiring: How to Hire the Right Employees2019-09-19T18:55:12-04:00

How Call Center Artificial Intelligence is Transforming the Industry

2019-09-10T14:47:28-04:00

How Call Center Artificial Intelligence is Transforming the Industry Artificial intelligence (AI) is having a major impact in many industries, including call centers. While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide. Rather than displacing [...]

How Call Center Artificial Intelligence is Transforming the Industry2019-09-10T14:47:28-04:00

The Art of Delivering Feedback

2019-09-10T14:47:44-04:00

The Art Of Delivering Feedback By: CJ Stafford, President One of the simple truths of people management – in any industry – is that your employees require feedback. They must be told how they’re doing: what they’re doing right; what they’re doing wrong; and how they can improve. The key is delivering these messages [...]

The Art of Delivering Feedback2019-09-10T14:47:44-04:00

Don’t Forget to Connect Customer Service Week with Strategy

2019-08-08T18:58:49-04:00

Don’t Forget to Connect Customer Service Week with Strategy From October 1-5, thousands of organizations around the world will recognize Customer Service Week. It’s encouraging to see companies across all types of industries make an effort to celebrate their commitment to customer satisfaction. However, many leaders are doing their organizations a disservice [...]

Don’t Forget to Connect Customer Service Week with Strategy2019-08-08T18:58:49-04:00

Stafford Wins 2018 Communicator Distinction Award

2019-09-10T14:47:55-04:00

Stafford Wins 2018 Communicator Distinction Award Doing the same old thing doesn’t get you noticed. Being different does. It’s this approach that earned us the “2018 Communicator Awards Distinction” in the business-to-consumer print advertising category. Recognized for our creative work on behalf of Atlantic NeuroSurgical Specialists. Competing for readers’ attention, we went [...]

Stafford Wins 2018 Communicator Distinction Award2019-09-10T14:47:55-04:00

Return to the Basics: 5 Tips on How to be Productive, From the Mind of a Millennial

2020-01-22T17:05:41-05:00

Return to the Basics: 5 Tips on How to be Productive, From the Mind of a Millennial How to be Productive Productivity – the art of getting things done – is the Holy Grail in business. Having worked in HR and recruiting for the past four years, I can tell you without [...]

Return to the Basics: 5 Tips on How to be Productive, From the Mind of a Millennial2020-01-22T17:05:41-05:00
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