
Posted: 9/8/2010
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I'm sure as a fellow customer you can recall the automated words ringing in your head 'Listen carefully as our options have changed. Who cares? We listen and follow instructions, do we not? I’m making some assumptions here. Yes, I know what happens when you make assumptions, but I am a customer service expert and know a little something about customers, so I give...
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- Twitter and the New Customer Service 9/7/2010
- Practical Measurement of Customer Experience
9/7/2010

- Three Proven Practices for Tackling Turnover 9/7/2010
- Great Expectations: Self Service Automation and IVR 9/6/2010
- How a VOC Program Transformed Pitney Bowes' Culture and Client Satisfaction
9/5/2010

- They're Listening to Your Brain 8/27/2010
Three Proven Practices for Tackling Turnover
Contributor: Greg LevinPosted: 9/7/2010
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If I were to list everything that contact center professionals can do to motivate and retain frontline agents, by the time I finished, your staff would have long since been replaced by avatars and social media bots, so what would be the point? So, in the interest...
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Practical Measurement of Customer Experience
Contributor: Maria DonderoPosted: 9/7/2010
Maria Dondero, SVP at Thomson Reuters, discusses her reconstruction of Reuters' Customer Service department, including conducting a survey that helped determine the perception of their competitors and where their metrics needed improvement. Dondero and her team evaluated various... Full Video |
Twitter and the New Customer Service
Contributor: Gina ScanlonPosted: 9/7/2010
Twitterville author and Silcon Valley social media strategist Shel Israel speaks to CMIQ Editor Gina Scanlon about how Twitter is changing the way consumers communicate with businesses and how businesses can use the new social media tool to their advantage. Included in the discussion... Full Podcast |
Net Promoter Score - The Search for the Magic Pill
Posted: 9/8/2010We’re all on the lookout for the newest approach, for that proverbial magic pill that will give us a leg up on the competition. Fred Reichheld, in his book The Ultimate Question , believes that he has uncovered that very magic pill. In his... Full Whitepaper |
Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service
Contributor: Tripp BabbittPosted: 7/21/2010
Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that many service organizations have yet to learn. A customer focus matters and the less sensitive you are to the customer . . . the more it will cost you. The PR damage is the resu... Full Column |
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Call Centre Week Canada
September 13-16, 2010,
Sheraton Toronto Airport, Toronto, Canada -
Customer Experience Asia 2010
September 14-15, 2010,
Novotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia -
Customer Feedback Week
September 20-22, 2010,
Hilton Rosemont/Chicago O'Hare,Rosemont, IL
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Is it more profitable for a company to have fewer call center complaints or more complaints and more call center resolutions? |
Posted by: ginascanlon | Answer this question
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Why is Apple by far the best rated tech company when it comes to customer service statistics? |
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Will customer 'self-service' eventually lead to no customer service? |
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Posted by: ChiefJudy | Answer this question
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Is it more profitable for a company to have fewer call center complaints or more complaints and more call center resolutions? |
Posted By: ginascanlon | Answer this question
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Why is Apple by far the best rated tech company when it comes to customer service statistics? |
Posted By: ginascanlon | Answer this question
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Will customer 'self-service' eventually lead to no customer service? |
Posted By: ginascanlon | Answer this question






















