As a representative of the sales and marketing team for Coordinated Systems, Inc. (CSI), I often have to define what our ultimate goals are for the year. Is it a # of new sales? Is it a # of new strategic partnerships? Is it purely a dollar amount? If you read Eliyahu Goldratt's book "The Goal", the answer would be, well, you need to find the answer for yourself. You could actually use "The Secret" to figure out "The Goal". Sorry, sometimes humor works.
At CSI, our goal is to get as many testimonials as we can. We strive to maintain or improve on our 97.5% customer retention rate. We're looking to provide our customers with stellar service which reaches beyond their expectations. That's why we've hired only the best people to interact with our customers. When we send our implementation and training teams out on the road, it is a rare occasion that they do NOT come back with a testimonial. That's "The Goal" according to CSI.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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