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In an interconnected world, it has become increasingly common for even small businesses to get hit with PR nightmares that require a crisis communications plan. We are all only one click away from a potentially embarrassing and very public problem.
Protection requires preparation. Here’s an example. We helped a client quickly handle a PR nightmare with a quick-thinking and simple suggestions.
More business can be a disaster. It can even put you out of business.
There is a lot of uncertainty in the air.
Hurricane Sandy has been a cautionary tale.
The holidays are right around the corner. They fall one right after the other, and without proper planning, they can wreak havoc with your sales and customer service processes.
In September, everyone’s thoughts inevitably touch on 9/11. During my last trip to New York City I went on a boat tour of the Hudson.
The leaders of companies have to successfully navigate a minefield of risks. Financial risks, legal risks and reputation risks just to name a few. Your most front-facing employees, your customer service personnel can help shield you from risk, but you have to arm them for the task.
Maintaining an in-house call center is expensive. Voice recognition software like IVR systems and Siri as well as other types of telephone technologies are getting better. That begs the question – will technology kill the call center?
Choosing the right call center for your small business can seem like a daunting process. It is much easier to tackle if you ask yourself some simple questions that will help you determine what you are looking for.
We have all heard the buzzword “continuous improvement”, but what is the actual formula for making that happen?