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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... read more
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... read more
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... read more
customer value matrix | customers | voc
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Events of Interest
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Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
Articles
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Contributor: Melissa Kovacevic
You Hired Me for Customer Service, Not Sales: I’m sure you’ve met this person on the phone or face-to-face. They are fri... read more
Tags: customer service | agent engagement
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Contributor: Brian Cantor
The Social Mistake You Cannot Afford to Make: From emphasizing personalized responses that read like they came from humans rather than r... read more
Tags: social media | social crm | roi
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Contributor: Brian Cantor
Best Buy, Coca-Cola Case Studies Prove ROI of Social Media? (Well, Not Really): A recent Forrester Research study that swept media outlets off their feet reveals tha... read more
Tags: social marketing | roi | social media
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Contributor: Brian Cantor
Google’s “Coffee” – Are Your Customers Ready for Your Message?: Shortly after my first encounter with Google Chrome’s new “Coffee” ad sp... read more
Tags: google | marketing | branding
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Contributor: Brian Cantor
Surprising Reality of What Truly Keeps Call Center Leaders Up at Night: As the call center continues to evolve, your team will naturally explore innovative soluti... read more
Tags: call center | contact center | agent engagement
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