Monthly Archives: September 2014

Simple and Foolproof Customer Service Employee Engagement Analysis

Employee engagement is a big-time buzzword right now.  Statistics show how important it is for employees to be engaged. They also show how much productivity, profitability and customer satisfaction boom when engagement is high and bust when it’s low. Experts, surveys, calculators and apps in hand, are ready to tell the story of how engaged…
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Six Steps to Pumping Up Your Customer Service Team

Customers. Depending on the kind of day you’re having, that word can either bring a smile to your face and a song to your lips or send you scuttling under your desk to whimper and rock back and forth muttering incoherently about someone named “Angry Edith” and her profane cockatoo, Roosevelt, who shrieks Samuel L….
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Three Ways Technology Boosts Customer Satisfaction

There’s a tendency to think of customer service as a people-centric service – and rightly so. Our customers are people, and customers like human interaction. Customers even often prefer in-person or over-the phone conversations with a real person to resolve customer service issues1. That does not mean, though, that technology can’t facilitate those interactions or…
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Excel Lookup Formula to Create Combined Tables

Lookup functions (VLOOKUP and HLOOKUP) are among the most useful Excel functions to pull data from multiple column-/row-sorted lists into a unified table. Think of it this way, these functions ask a simple question and return the answer. Question: is the data from a specific cell reference in this column or row? Check out our…
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