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• The Best Service is No Service
  

  By Bill Price and David JaffePublished by Jossey-Bass on March 21, 2008.With customer satisfaction and customer loyalty levels flat or declining in most industries, companies are scrambling to find solutions that meet short term necessities and provide lasting change. In The Best Service is No Service, Bill Price and co-author David Jaffe describe a paradigm shift that moves the emphasis from accepting dema....Read more
  

  
  Contributor:  Book Review
  Tags: David Jaffe | Amazon | Bill Price
  02/17/2009  7:03:00 AM EST

• Harnessing the Trends in Prepaid Mobiles Advancements within the industry have created a wealth of opportunities for prepaid mobile phone providers. Activities such as shopping and gambling and, on the commercial side, advertising, have now become the norm as consumers and businesses alike embrace smartphone technology. [eventpdf] Professor Manuel Castells, a member of the United Nations technology committee, previously predicted th....Read more

  Contributor:  Customer Management IQ Tags: prepaid mobile | UK | technological advancement 12/15/2010  12:00:00 AM EST

• 1 800 Flowers - Undercover Boss Draws Wrong Conclusions The latest episode of Undercover Boss was for 1-800-Flowers. Jim McCann (founder and CEO) and Chris McCann (President and COO) are brothers and seem to treat each other in that older brother-younger brother dynamic. This episode takes us on a journey through flower shops and a candy factory. [eventpdf] Chris McCann’s visit to the candy plant was the most revealing. I’ve watched conta....Read more

  Contributor:  Tripp Babbitt Tags: contact center | call center | management 12/31/2010  12:00:00 AM EST

• Celebrate People Skills for National Customer Service Week National Customer Service Week brings well deserved attention to dedicated customer service and technical support reps and all that they do.  To that end, I pledged a few weeks ago to write at least one customer service post each week to honor the people and the field of customer service. This post is the 2nd in the series in preparation for National Customer Service Week. Celebrate People-Skill....Read more

  Contributor:  Kate Nasser Tags: National Customer Service Week | Kate Nasser | people skills 09/09/2010  12:00:00 AM EDT

• 5-Step Plan to to Get Employees Invested in Your Metrics Shyam Kumar is the Client Engagement Manager at UP! Your Service, a leader in building service cultures for companies. Kumar has recently been writing about engaging employees in service metrics. In this article, he outlines a five-step process to get employees invested in your service metrics. The original post can be found here. Employees often don't care about service targets because....Read more

  Contributor:  Shyam Kumar Tags: Customer Service Metrics | Customer Service | Employee Buy-In 06/02/2011  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

• 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

• Build a Knowledge Management System You Can Be Proud Of Let's face it. People are busy. Many customers nowadays prefer to hunt down the best solution for themselves. Some don’t actually want to speak to a customer service agent on the phone. Nor do they want to wait days on end for an e-mail response. The logic here is simple: Your customers are thinking that in the time it takes them to locate your phone number, place a call, navigate thr....Read more

  Contributor:  David Ciccarelli Tags: centralized knowledge repository | customer service | centralized knowledge sharing services 02/17/2009  12:00:00 AM EST

• Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide feedback regarding the customer experience with products or services. Leading companies use this customer input to continually enhance service delivery to improve the customer experience. In order to drive continual customer service improvements, companies need to focus on four areas regarding the customer f....Read more

  Contributor:  Jeremy Whyte Tags: good customer satisfaction | customer satisfaction | customer feedback 05/04/2009  12:00:00 AM EDT

• 	How Field Service Management has Impacted Business in the Past 5 Years Tim Ryerson from Fieldforce Services answers questions at the second annual Field Service Management event in Sydney such as how far the field service management industry has come in the past 5 years, including the largest issue of safety. Priya Radhakrishnan of GE Energy discusses automated
  Tags: Fieldforce Services | GE Energy | Australia

• A Solution to the Social Media Call Center Conundrum If you are like me, and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules. But what business opportunities are there around social media, and how do you integrate it into your call so that it's a media, marketing or call center channel for interac....Read more

  Contributor:  Keith Fiveson Tags: social media | call center | social media strategy 11/11/2009  12:00:00 AM EST

• Does A Slow Growth Economy Affect Service Levels? Several months ago a friend sent me an article with the headline, “Providing good service is the key to surviving the down economy.” I have seen similar headlines in articles, blog postings and on-line discussions repeatedly since the start of the recession, all claiming that a bad economy threatens service levels, and that we must remain focused on serving our customers, now more than e....Read more

  Contributor:  Peter Gurney Tags: service | service levels | service delivery 05/11/2010  12:00:00 AM EDT

• 	Why All the Buzz Around Refractive Dialer? Upping the Ante on Call Center Technology Josh Tillman, co-founder of Refractive Dialer, has what he calls the first multi-line dialing solution with no dead air. You ask, “So what?” In most cases call center technology seems to be more of a hindrance than a help. Often we hear about the problems caused by small-scale call center
  Contributor:   Blake Landau Tags: refractive dialer | call center | contact center 03/24/2010  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

• 	Salesforce.com Unveils Chatter: An Interview with Alex Dayon, SVP CRM, Cloud Computing Extraordinaire Marc Benioff, CEO of Salesforce.com, predicts the call center industry will be Salesforce.com’s next billion dollar deal, and it might very well be with the creation of Cloud 2 and something called “Chatter.” In this podcast recorded at the NYC “Chatter” event Alex Dayon, SVP
  Contributor:   Blake Landau Tags: Salesforce.com | Chatter | cloud 04/13/2010  12:00:00 AM EDT

• 	Gulf Bank's Winning Ingredients Russ Sandlin, Executive Manager at Gulf Bank in Kuwait, spends some time with CMIQ to discuss Gulf Bank's success through technology, fitting your budget and concentrating on training. Gulf Bank was recently named Best Contact Center in the Middle East by Banker Middle East, as well as
  Contributor:   Gina Scanlon Tags: Gulf Bank | Russ Sandlin | Kuwait 09/30/2010  12:00:00 AM EDT

• Soothing the Savaged Consumer Soul Top Ten Customer Management Tips for Companies and Customers In this economic crisis, when our nerves are raw and we are stretched like a rubberband ready to snap—we all need a kinder hand, a kinder voice…just plain more kindness in our lives. Nearly every interaction tests us now. Opening the cell phone bill and gasping…then endeavoring to get a bit of help. First the queue, the....Read more

  Contributor:  Jeanne Bliss Tags: Jeanne Bliss | customer engagement | contact center 03/04/2009  12:00:00 AM EST

• Call Center Pre-Hiring Strategies: An Interview with Call Center Week Presenter Kimberly Warrick of New Jersey Shares The economic crisis has put financial stress on middle class families. These challenges are often because of unforeseen circumstances, such as a job loss or illness. New Jersey SHARES provides relief to people who are not eligible for other types of assistance. It is the only statewide, nonprofit 501(c)(3)

  Contributor:   Blake Landau Tags: call center | new jersey shares | csr 06/15/2009  12:00:00 AM EDT

• 	Customer Service Excellence in a Downturn: A Panel Discussion We are no longer in the customer service economy—we are in the customer experience economy. However, because businesses are distracted by the economic downturn, most have forgotten the importance of the voice of the customer. In this podcast panel, Marcia Johnson, Senior Operations Officer of
  Contributor:   Blake Landau Tags: economic crisis | Glacier Bancorp Inc. | after call survey 04/13/2009  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

A glossary of keywords, acronyms and general terminology used in day-to-day professional work, Customer Management. If you would like to add to, edit or comment on this page, please drop us a line at info@customermanagementiq.com