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Improve Call Center Performance By Adopting A New Attitude

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Modern businesses have come to realize that the key to a healthy profit margin is not just cutting expenses. It also involves finding new sources of revenue. A customer service or technical support department has contact with far more customers than marketing staff, so the most effective call center solutions include ways to turn those contacts into revenue opportunities.

The Old Way

Traditional call center solutions were built around the idea of the operation as a burden on the budget. Customer service and technical support departments were seen as expense sinks and the best way to run them was to minimize costs. Call center analytics were used to find the best way to shove customers through the system, often without thinking about how clients would react to the treatment.

Unfortunately this often led to short-sighted decisions such as cutting staff and forcing customers to use automation solutions whether they wanted to or not. Customers objected and a common complaint was that it was impossible to talk to a human being anymore. This new philosophy looked good on paper, but ultimately led to unhappy consumers and lost business.

A New Philosophy

At some point, smart managers realized that every incident of customer contact was a promotional opportunity. Building relationships with callers rather than treating them as problems or annoyances mean a better company image, happier clients and more sales.

Today’s call center solutions put the service back into customer service. They work to solve the customer’s problem quickly, but without making the caller feel rushed or unimportant. They include automated solutions for those who want them, but also offer the option of personal contact for those customers whose problems can’t be handled by phone menus and online applications, or who just feel more comfortable talking to a person than a computer. In addition to direct benefits improving customer satisfaction, these changes allow agents to talk to customers about additional services or plan upgrades, thus increasing company revenue.

Managing The New Operation

Despite the change in philosophy, one aspect of call center solutions remains the same. It is important to keep operating costs low by manage agents efficiently. Matching staffing levels with call traffic is an important element to managing department expenses, employee morale and customer satisfaction.

The latest generation of call center software uses analytics to evaluate and predict traffic patterns so managers can staff accordingly, and agents can change their behavior in response to fluctuating queues. Customers are happier because they spend less time and hold and get the human interaction they want. Agents love the system since they talk to fewer angry callers and feel less pressure to force callers off the line.

Call center solutions are comprehensive plans that include technology and cost cutting measures, but never lose site of the goal of serving customers and improving company profits.

A new way to save money on your new cell phone and wireless plan

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A new way to save money on your new cell phone and wireless plan.

At a time in our lives where the cost of everything we purchase seems to go up every day, I’m here to talk about one area that you can actually save money on an item that we all use every day. Our cell phone and cell phone plan.

When looking for a phone, there are a few things that people are looking for…..

1. Price – Just like everything else we buy, price is king.
2. Coverage – Having a great cellphone is worthless unless you have service where you live.
3. Features – These days, cell phones are used just for talking on. Things like email, internet and texting has changed the way we use our phones.
4. Customer Service – Is someone going to be there to help when problems come up?

What if I could provide you with a place that not only gives you options to select what carrier you want, choose from the newest phones from those carriers and have full support from the carriers, but at a cost much lower than going to your local mall kiosk or directly to the carrier’s own stores.

Here’s how it works.

I run a website called MedCity Wireless. We are a reseller for all the major carriers and carry all the latest phones and tablets on the market today. But the biggest difference, is that we are an “online only” store. So I don’t have the overhead required to open a traditional store, or pay rental fees for a kiosk in the middle of the local shopping mall. That, in addition to the high volumes that we do, allows us to dramatically cut the prices on the phone. A lot of times, making the phones free!

And since we are an official reseller for the main carriers, you still get the great coverage and great service that you would get if you got it straight from the carrier. Your initial sale goes through us, but your service and monthly bill comes straight from them.

My own family was looking to upgrade recently, and of course I purchased them through MedCity Wireless, but I did a lot of research first. This is what we ended up getting……

We were able to get 3 high-end Android phones and 1 “slide” texting phone for $99.99. The same phones, from the same carrier that wanted to charge us $349.96 for them when we walked into the local retail shop.

So, come take a look around. I urge you to compare the prices to your local mall kiosk or retail store. I think you’ll quickly realize that MedCity Wireless is the new way to buy/upgrade your cellphone and cellphone service.

Hi-Dow Massaging in a Different Level

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When you’re getting tired of the usual massage methods on malls or advertised on magazines, you need to address it differently. Finding the most convenient massage products may be arduous, especially when you have better things to do. You need to find the most convenient. Because if not, it will waste your time, money and effort and then you only got nothing. But you don’t have to go anywhere else, sit back and relax because Hi-Dow is here to rescue you.

Hi-Dow is a manufacturing and international trading working and operating in China and US. It is a company that can provide the needs of people from different part of the world with the most affordable services and products. This is how Hi-Dow earned its name in the industry. They have retail stores in China, and they are also available online.

Massage gadgets and products are among the specialty of Hi-Dow and those are not just your ordinary massage products. These Hi-Dow products are especially created with advancement to aid the needs of its consumer. China-based manufacturers are importing their materials from the best sources to come up with good quality products. Matched with advanced studies, the inventors always come up with the best and most effective Hi-Dow products, to be used by consumers in their daily life.

The best example of Hi-Dow’s massage product that stands out is the Massage Mouse. This gadget is bombarded with a Chinese type of massage therapy. In China, it is popularly known as “Tui-na” massage techniques. Hi-Dow Massage Mouse, together with Massage XP, embodies a combination of the traditional Chinese Medicine theories on meridian channels, the advanced theories of physiology and pathology, and the technique of modern electronic simulation. This Hi-Dow Massage mouse is hands free, meaning you don’t need to keep your hands on hold while having a massage. All you gotta do is to just apply the massage pads to your body, turn the switch on, and let the Hi-Dow gadget do the rest. And just like the actual massage process on massage spa, you can choose the amount of sensation that you want. Its speed varies from slow to moderate and then to fast. Different people with specific lifestyles will benefit the most on Massage Mouse, from those who are working in the office, athletes, students, travelers and more!

Hi-Dow Massage Mouse and Massage XP are not just for massaging. It also helps in relieving minor muscle pains. The adhesive pads on the other hand can produce kneading and tapping sensation for muscle relaxation. You can also use its mouse ears as document holders.

Hi-Dow also have massage gadgets with built in music players. Now, you don’t just enjoy massaging the way you want, you also get a full level entertainment. This is called the XP4 massage. This gadget is a massager and at the same time, an mp3 player that will push you more into the galaxy of relaxation.

Other cool products of Hi-Dow are Epic Power Bank, the all in one solution in charging, power and travel needs and the Electro Shield Apparel that gives you a protection against electro-radiation produced by household appliances.

Relating to Your Customer

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When earning a sale of any type of you must relate to your customer. A client will be turned off by someone who they cannot relate to. Not only in sales, but with any thing. You dont generally waste your time with things that dont interest you, right? Like with me, I like to read but when it comes to Shakespeare, I just cant wrap my arms around it. Why?, because I cannot relate to his words. When his literature is translated in to words I can relate to, they do interest me, but in Older English Id rather not read it. For example: I cant relate to Older English as well as Modern English, when dealing with a buyer you NEED to be on their level. If not, they wont relate to you.

The first step to relating to your client is noticing the way they speak. If you have a customer who talks slower, you will want to slow down your speech. Have you ever had to talk to someone who spoke with a different pace? They probably lost your attention if they spoke too slowly. If they talked too fast you most likely asked them, what?, more than once. When your customer clearly understands what you are telling them, you will then have their full attention.

The way you let your customers know you care and understand them, is by asking them questions. After you ask a question you MUST let them answer and push them to tell you more. This shows your client you are interested in them. Dont you love it when you are talking to someone who is interested in YOU? Of course you do, and you are also interested in them. Think about it. If somebody your interested in recommends a movie or restaurant to try, you want to try it out. Thats because you relate to them and believe they may like the same things as you.

You definitely want your customer to respect your judgment. This way when you explain to them why your product will benefit them. If your client feels you truly want whats best for them, this is when they want to buy from you.

Go Get Em!

DHL, Fedex and UPS International Shipping Service Comparison

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We have created a table that shows the variety of services available by DHL, Fedex and UPS for shipping non-freight items internationally. Let’s take a moment to examine the different services available.

Same Day “Same day” delivery is available from all three shippers. This service really means that the package will be on the next available flight. If the package is a document and not-dutiable there should be no problem getting the package off the plane and to its destination as if it were hand carried.

Document…to be or not to be… For international packages customs clearance is an important component of package arrival time. Documents that do not need customs are limited just by flight arrival and delivery. DHL recognizes this and offers a service focused on document or non-dutiable items. The separate treatment of these items contributes to minimal delivery delays. One might imagine that there are probably certain times of day, using DHL Same Day Service, Fedex International Next Flight or UPS Express Critical SM, when a package might have arrived at the same time as with DHL International Document Service at but at a reduced cost.

Are Specialized Services Always Needed? Along the same lines let’s examine the additional specialized services offered by Fedex and UPS, one wonders if the “expedited” package would have arrived at the same time using DHL Document Service if the package was just a document. While there are definitely instances where dutiable items have time critical arrival deadlines, most time critical international packages are business documents with original signatures. Any other type of documents can be sent by email or facsimile. To pay a premium to insure that documents arrive at 10:30 in 2-3 business days should be considered carefully when a less expensive service DHL International Documents Service may suffice.

An Illustration… In order illustrate the point let’s take a package leaving New York destined for Germany. The package is picked up in New York by 5PM EST Tuesday (11:00PM German Time Wednesday). This package then leaves Newark at 12:00AM EST on Tuesday Evening (6:00AM German Time Wednesday) arrives in Germany at 5:00 PM Wednesday night where it will be sorted and ready to leave for delivery at 5:30AM German local time Thursday. The chances are very good that a non-dutiable document would arrive in Germany from New York by 10:30 AM on the second day even without the premium service. This should be true if you used DHL International Document Service, FedEx International Economy or UPS Worldwide SaverSM. Of course this all depends on timing and connections however this Gedankenexperiment allowed plenty of time for connections and presumably these billion dollar package carriers have worked all of that out anyway. All three of the carriers have a time arrival estimator which is really a calculation using their established flight plan arrival schedules. This will give you a good idea of when your carrier believes a non dutiable item such as a document would arrive. If there is no advantage in days for using the premium service then it is up to you to decide if you want to pay for the “premium delivery time”.