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Transform Your Call Center into a Value Performance Monitoring System:
I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their...
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call center | customer value | call center representative
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The Key to Making Your Voice of the Customer Actionable: Part 2:
I’ve already talked about the importance of
read more
voice of the customer | customer | call center
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The Key to Making Your Voice of the Customer Actionable: Choosing the Right Metric:
The key to profitably increasing revenue and market share lies in creating and delivering superior competitive...
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customer | customers | quality
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Turning VOC into a Strategic Weapon in an Economic Crisis:
Welcome to the Voice of the Customer (VOC) column, where I will be discussing new ways to collect, analyze and deploy the Voice of the...
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customer value matrix | customers | voc
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Events of Interest
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Beyond First Call Resolution: 5 Ways To Finally Deliver on the Promise
October 20, 2009
Register Now -
International Contact Center Expo & Conference
Doral Golf Resort & Spa, Miami, FL
October 25- 27, 2010 -
Gestão por Processos
São Paulo, SP
January 26- 28, 2011 -
Call Center for Financial Services
Venue to be confirmed, Dallas, TX
November 15- 17, 2010
Articles
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Contributor:
Hurricane Earl Threatens Labor Day Plans: Those of you who have taken time to check your usual websites in the midst of packing your... read more
Tags: Hurricane Earl | Southwest Airlines | Amtrak
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Contributor:
Social Media: Opportunity or Threat?: The social media phenomenon is proving to be one of the most powerful forms of communicati... read more
Tags: social media | Facebook | Twitter
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Contributor:
Three Proven Practices for Tackling Turnover: If I were to list everything that contact center professionals can do to motivate and reta... read more
Tags: contact centers | turnover rate | Greg Levin
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Contributor:
A Brief Primer on C-sat and E-sat Measurement: So many contact centers talk about how important their customers and agents are, but often... read more
Tags: E-sat measurement | C-sat measurement | customer response
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Contributor:
Unlocking the Power of Speech Analytics: UTOPY is one of many businesses practicing Speech Analytics, a fairly new business to... read more
Tags: Speech Analytics | Mike Miller | UTOPY
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