customer service outsourcing:

Content Related to customer service outsourcing



• 	A New Age in Customer Loyalty In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty advantage. Hear some
  Contributor:   Blake Landau Tags: building customer loyalty | customer loyalty | customer loyalty research 08/25/2010  12:00:00 AM EDT

• 	The Nordstrom Way to Customer Service Excellence Nordstrom is arguably the benchmark in customer service excellence. During today's economic crisis, remaining a customer-focused organization is more crucial than ever. Robert Spector, author of the book The Nordstrom Way, is the only journalist ever given up close access to the inner workings of
  Tags: customer service | customer engagement | customer management

• International Contact Center Expo & Conference Brings Industry Leaders Together 400+ Industry Leaders to Convene in Miami to Map Out Contact Center Strategies for 2011 Attendees for October Expo and Conference Come From Around the World October 4, 2010 – (New York, NY) The International Contact Center Expo and Conference being held October 25-27, 2010 at the Doral Golf Resort & Spa in Miami, is drawing attendance from around the world, including many Fort....Read more

  Contributor:  Customer Management IQ Tags: customer experience | customer service | Miami 10/12/2010  12:00:00 AM EDT

• Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes, expectations and preferences of their customers, they ca....Read more

  Contributor:  Jeremy Whyte Tags: ROI | root cause analysis | customer loyalty 02/17/2009  12:00:00 AM EST

• 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 Customer (VOC) for improved profitability and market share gains. The focus of this Voice of the Customer column will be on making your Voice of the Customer more actionable for smarter cost reductions and targeted revenue growth. I’ll be talking about the impo....Read more

  Contributor:  Reg Goeke Tags: customer value matrix | customers | voc 03/23/2009  5:40:00 PM EDT

• 	Interview with Customer Service Extraordinaire Kristina Evey Kristina Evey wants you to wake up to your customer’s call. In the current economy we can no longer afford to be sloppy with our customers. Evey feels providing customer experience is a lost art. She sees part of the problem as the lack of top-down focus on the customer. We are still at square one.
  Contributor:   Blake Landau Tags: customer service | customer service excellence | customer experience 01/11/2010  12:00:00 AM EST

• Customer Service Design Flaws Call me­ a whiner and I will wear that badge publicly any chance I get. I travel a lot; 70,000 airline miles and 70-plus nights in hotels over four months. This has presented me with the opportunity to have seen the best and worse of airlines, hotels, rental cars, restaurants and wireless service. I don’t let poor service slide by as my professional purpose is to improve service. Before I g....Read more

  Contributor:   Tags: Customer Experience | Customer Service | International Customer Service 04/29/2011  12:00:00 AM EDT

• Customer Service Excellence Within a Call Center Environment: A Discussion with Derek Bishop In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA, speaks about the challenge facing call centers today. With his extensive experience in the financial services industry, Bishop explains why now more than ever it’s crucial to listen to the voice....Read more

  Contributor:  Derek Bishop Tags: customer | call center | call center representative 04/20/2009  12:00:00 AM EDT

• 	Questions to Ask When Outsourcing Geoffrey Best is the Director, Program Manager at NCO Customer Management. Geoffrey assists a wide range of companies in implementing on-shore, near-shore and off-shore solutions. Geoffrey will be a presenter at this year’s 12 th Annual Call Center Week in Las Vegas. His presentation, “10 Ways
  Contributor:   Cory Bennett Tags: Outsourcing Strategy | Outsourcing Best Practices | Outsourcing Guidelines 05/05/2011  12:00:00 AM EDT

• Key Considerations for Implementing an Online Knowledge Base “The shortest distance between Point A and Point B is a straight line. The shortest distance between a customer with a problem and a customer with a solution to that problem is Google." What’s a Knowledge Base? Simply stated, a knowledge base is a searchable repository of information. As the Web has evolved, the phrase has generally become understood to mean a Web page that all....Read more

  Contributor:  Jay Grady Tags: knowledge management | customer relationship management | CRM 04/22/2009  12:00:00 AM EDT

• 	A Customer Service Webcare Make Over: How UPC Got Its Groove Back Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this virtual case study, Vermaat spills the secrets
  Tags: UPC | Andre Vermaat | customer service

• 	The UPC Story: An Interview with Customer Experience Exchange Speaker Andre Vermaat at UPC Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this podcast, Vermaat spills the secrets of what
  Contributor:   Customer Management IQ Tags: customer care | web care | customer service 01/15/2010  12:00:00 AM EST

• 	Explosive Call Center Innovation Your budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next service
  Tags: call center | innovation | Marriott

• 	Earn Your Customer's Rave: The Five Decisions of Beloved and Prosperous Companies Beloved companies create an indelible bond with customers. They become a part of their lives. Devoted customers grow business, telling everyone they know on Twitter, Facebook, chat rooms and hundreds of Web sites every day that these companies are worthy of their business. What is behind achieving
  Tags: customer service | customer | call center

• Defining Trust in Customer Strategy—Call Centers and Beyond Vampire Bats and Customer StrategyA few years ago, I had the opportunity to attend a practitioner-only focus group led by one-to-one marketing and customer strategy guru Don Peppers. We talked about the latest trends in customer strategies, and during the discussion, Don asked an intriguing question: “Does anyone know how vampire bats and human beings are similar?” You can imagine the bewildered....Read more

  Contributor:  Art Hall Tags: value to the customer | call time | customer trust 07/29/2009  5:12:00 PM EDT

• Call Center Technology—Is It a Help or a Hindrance In Your Company? Customers and companies alike are relying on call centers to manage large portions of their business functions. Companies are using their call centers to serve as a resource for customers to answer questions, schedule repairs, take orders, process purchases and for possible upselling. Customers rely on call centers to answer questions that are not clearly explained online, to purchase, to get more inform....Read more

  Contributor:  Kristina Evey Tags: call center | call center technology | contact center 09/29/2009  12:00:00 AM EDT

• 	Blend VoC, CRM Data to Raise Profit, Customer Satisfaction Both intuition and research have long linked increased customer satisfaction with increased profit. Finding the reasons and insight behind this link has proved difficult, however. In a recent whitepaper, software company Allegiance and CRM consultant Peppers & Rogers Group discussed the concept of
  Contributor:   Cory Bennett Tags: Customer Relationship Management | Customer Information | Customer Relations 05/20/2011  12:00:00 AM EDT

• 	Turning Data Into Profit At Choice Hotels Choice Hotels International, Inc. was tasked with the business challenge of turning customer data into profit. This was no small task considering the size of the company. Choice has franchises with more than 6,000 hotels, representing more than 485,000 rooms, in the United States and more than 35 other
  Tags: customer experience | customer data | customer experience management

• 	#4 Call Center Power Player Panel: Outsourcing and Offshoring--What's the ROI? The on-shoring vs. off-shoring conversation is an old one for most of us—but what you don’t know about recent trends in off-shoring and outsourcing will hurt you. In a series of Customer Management IQ power player panels we evaluate the pros and cons of keeping the call center in-house or
  Contributor:   Blake Landau Tags: call center | offshoring | outsourcing 04/02/2010  12:00:00 AM EDT

• 	Is CRM Dead? Should It Be? What better place to generate discussions about whether there continues to be a need for the call center to exist than on a site dedicated to the continued existence of the call center? This in no way disparages the call center managers or the call center representatives—the call center employees are
  Tags: CRM | marketing | CEM

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