Articles
Are
You Making an Email Connection with Your Customers? For most
businesses, email is fast, easy and inexpensive. Check out “before
& after” sample responses for the limousine industry and consider
how you can apply these principles to your company. Limousine
Digest, August 2009
Making a Cross-Selling
Connection. Develop a cross-selling approach that adds value to the service
interaction. How to avoid the three most common mistakes.
Contact Center Pipeline, July 2009
Superior Service: Build
Your Brand through Email. The medium may be virtual, but the relationship
is real. Make sure your reps can craft email responses that keep
customers coming back. by Wanda Sitzer
Contact Center Pipeline, April 2009
We recommend the Contact
Center Pipeline as a publication that has its pulse on the contact center
industry.
Are
You Monitoring the Customer Promise? From the Field with Wanda Sitzer
Call Center Management Review, July 2001
One of Wanda’s most requested articles – more relevant today than ever.
"Finally marketing departments everywhere recognize what contact centers have always known – interaction centers should be celebrated as the heart of the brand, not relegated to the sidelines. While yesterday, professionally responding to calls and writing empathetic and effective emails could suffice as the relationship building tools necessary to create customer loyalty, today our contact centers are asked to answer and drive social media feedback and inquiries with brand-savvy."
–Wanda Sitzer,
Look. Listen. Be.
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