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Customer Service |
E-Learning |
Knowledge Management |
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Customer Service
Skills |
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Training needs
analysis: a broad view by Brooke Broadbent and Lise Froidevaux provides
a brief account of Training Need Analysis and provides with a lot of
questions that are asked during a TNA data collection.
http://www.e-learninghub.com/articles/training_needs_analysis.html |
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This article on Managing Customer
Expectations focus on factors that influence customer
satisfactions and provides methods to measure and influence
customer satisfaction.
http://www.nkarten.com/mce.html |
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Do you want to know
what your customers think about your service? This article will
give ideas on collecting feedbacks from your customers.
http://www.nkarten.com/feedbk.html |
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Best Practices in Customer
Relationship Management by Bernie Greenberg provides best
practices in CRM and tactics such as calculating the
current and potential value of each customer, determining the
specific rewards, etc.
http://www.executivetechnology.com/ViewSOFull.cfm?SOID=25 |
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Is the Customer
Always Right? Customers are people too, and they want to feel
special, important and treated with respect. Read this article to
find out the answer !
http://www.halbecker.com/articlesby/column26.html |
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Good customer service
is essential for all businesses, and providing it isn't that
difficult ! This brief article that gives you 10 rules for
great customer service comes in a short and sweet package.
http://www.allbusiness.com/articles/content/25486.asp |
Four Ways to Motivate
Service Professionals- A Guide to Getting Wow Performance by
Mary Sandro is a good article for those of you in the business of
managing customer service professional.
http://www.proedgeskills.com/Customer_Service_Articles/four_ways_to_motivate.htm |
Ways of making your needs and
desires known is a great skill. This brief article on assertive
communication provides examples and practice exercises.
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Listening Skills
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Be an Effective Listener! By
Dianne Schilling talks about the the importance of listening
skills and barriers to good listening. It also provides tips on
developing listening skills.
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Practicing Listening Skills.
This article gives some good tips on developing listening
skills.
http://www.va.gov/adr/listen.html |
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Another good article on listening
skills. It provides tips on differentiating effective and
non-effective listeners.
http://www.usu.edu/arc/idea_sheets/listening.htm |
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Improving
ESL Learners' Listening Skills: At the Workplace and Beyond by
Carol Van Duzer is a very good article on Knowledge of the
listening process and factors that affect listening
http://www.cal.org/ncle/digests/LISTENQA.HTM |
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American
Accent, Culture & Geography |
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American English As
It's Spoken:
Contractions and shortcuts used in daily speech. This article
also provides examples and sound clips on some common American
English phrases.
http://www.spokenamericanenglish.com/ |
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It is one such place
where you get free practice exercise on American English
Pronunciation. It also gives some songs and tongue twisters for
practice.
http://www.manythings.org/pp/ |
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This is another good
resource site you may be interested into. It is a dictionary
purporting to define American in terms of British, and vice
versa. It also includes a number of articles outlining reasons
for, and instances of differences between American and British
english.
http://www.peak.org/~jeremy/dictionary/ |
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A brief article on American work practices
and work ethics. If you are dealing American customers, it is
worth reading this article.
http://globalgateway.monsterindia.com/wa/jobhunting/gg010517_000/ |
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A comprehensive site
on American Geography. Provides information on State Capitals,
major cities, maps and lots more.
http://odur.let.rug.nl/~usa/GEO/homepage.htm |
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Do you want to test
your knowledge on American Geography? Take this online quiz.
http://www.llsh.univ-savoie.fr/lea/Perdrieau/exercices/geoquizz.htm |
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It is a comprehensive site to
familiarize yourself on American culture and traditions. It
provides information on family traditions, holidays, cost of
living, values, etc.
http://www.americanfamilytraditions.com/ |
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Business Processes |
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Re-engineering of Business
Processes in Multinational Corporations by Prof. Dr. Michael Kutschker. The article discusses the management of ongoing
business processes in multinational corporations and reports
empirical findings.
http://www.gsia.cmu.edu/bosch/kut.html |
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Process mapping is a well-known
technique for creating a common vision and shared language for
improving business results. You may like to read this article on
'How to Avoid the Four Most Common
Mistakes of Sales Process Mapping'.
http://www.isixsigma.com/library/content/c030217a.asp
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The Role of Process in CRM by
Steve Phinney is a good overview on process mapping explained
with relevant examples.
http://www.gantthead.com/article.cfm?ID=18536 |
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A Model Management
Approach to Business Process Reengineering by Levent V. Orman is
a good overview to business process reengineering approaches and
gives a lot of reference for further reading.
http://hsb.baylor.edu/ramsower/acis/papers/orman.htm |
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This white paper on
Business Process Improvement by Proforma Corporation is a good
article for Managing Process Change. It discusses about Process
Modeling and experimenting with change before implementation.
http://www.proformacorp.com/downloads/whitepapers/wp-bpm.pdf |
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This is an excellent
module on using Flowchart as a Process Improvement Tool. This
module provides a lot of examples and practice exercises, which
can be used for process training. A good resource for trainers
and provides presentation slide as well !
http://www.balancedscorecard.org/files/flowchrt.pdf |
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Eliciting process
models from software projects is a first significant step
towards process improvement. In this
article on 'Elicit: A Method for Eliciting Process Models' by
Nazim H. Madhavjiyz, Dirk Holtjey, WonKook Hongy and Tilmann
Bruckhaus present a method called Elicit, for eliciting
software process models from industrial software environments.
http://www2.umassd.edu/swpi/McGill/ICSP3.pdf |
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What is HIPPA? Read
this article to get a brief overview on HIPPA. It also provides
links for further reading.
http://cms.hhs.gov/hipaa/online/modules/terms.asp?record=010481 |
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Contact Center Certification |
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COPC: The world's
leading authority on customer contact center operations. Find
out how COPC helps organizations like yours reduce costs while
increasing profitability and customer satisfaction.
http://www.copc.com/ |
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The ABCs of Contact
Center Certification. A comprehensive page on various Contact
Center Certification such as COPC, CIAC, ISO etc. available, and
the link for respective websites provided by Cincom.
http://www.cincom.com/financial/needs/retention/certification/ |
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COPC's Smart Move
Helps Call Centers Reduce Costs
http://www.contactcenterworld.com/html/ns/ns_%7B22554B59-298A-4819-A316-CBE08A79410E%7D.asp |
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Six Sigma. A very
good website to get information, quality analysis tools, articles
and white papers on Six Sigma quality processes.
http://www.isixsigma.com/
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