Trunks in Service:

Content Related to Trunks in Service


• 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

• 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

• 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

• 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

• 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

• 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

• Vodafone's Kristin Haynes on Customer Self-Service Kristin Haynes is currently Head of Customer Experience for Vodafone Australia. She will be speaking at this year’s Customer Self Service Summit in Sydney, where she will be giving a speech entitled, ‘Optimizing Customer Self-Service Processes Inside Your Organization to Drive Service Excellence.’ Below, Kristen gives CMIQ a sneak preview of what she'll be di....Read more

  Contributor:  Gina Scanlon Tags: Vodaphone | Kristin Haynes | Customer Self-Service Summit 2010 09/10/2010  12:00:00 AM EDT

• 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

• The Medical Community Smartphone Monitoring Revolution: Will Others Follow? Last year, AT&T Tech Support 360 service, a leading remote IT support services, launched what it called “the first online data backup service to be truly optimized for mobile devices.” The initiative, targeted at small and medium businesses, appeared to signal a desire to advance remote smartphone monitoring options. The trend has not spread rapidly, though. Instead, it is the medical com....Read more

  Contributor:  Customer Management IQ Tags: Remote Device Monitoring | Remote Mobile Monitoring | Remote Services Monitoring 05/17/2011  12:00:00 AM EDT

• Remote Monitoring Success Drives Adoption Not many people get demonstrative discussing statistics from a remote devices survey, but Bill Pollock is 20 years deep into tracking customer service improvement methods and a new, profitable emerging trend enhances his already effusive nature. What Pollock sees is rapid adoption of remote devices and remote monitoring to enhance field services and – “the real dealbreaker” – enha....Read more

  Contributor:  Customer Management IQ Tags: Remote Device Monitoring | Remote Monitoring | Remote Services Monitoring 05/25/2011  12:00:00 AM EDT

• Top 10 Customer Service Turn Offs It takes only a few moments to damage a customer relationship that took several years to build.  The best way to retain your existing customers is by being diligent in your everyday dealings.  Given below are the top 10 customer service turn offs and ways to turn things around to reinforce and strengthen your customer relationships. Amateur Staff Nothing irritates a customer more than a....Read more

  Contributor:  Lee Kennedy Tags: customer service | call center management | service policy 12/20/2010  12:00:00 AM EST

• Social Media: Opportunity or Threat? The social media phenomenon is proving to be one of the most powerful forms of communication impacting brands. Customers are sharing thoughts on products and services, good and bad service experiences, and much more. This new social “word of mouth” is the number one decision factor of 20-50 percent of all customer decisions. Furthermore, social networking is most influential for first time bu....Read more

  Contributor:  Daniel Ziv Tags: social media | Facebook | Twitter 08/26/2010  12:00:00 AM EDT

• Nightmare on Customer Street: Enough with the Web Self-Service Craze Too many decisions about the design of service are based in costs.  The simple fact is to focus on costs increases them . . . always.  Nothing represents this better than web self-service, a strategy to reduce costs and what some customer service “professionals” say improves service. This is not to say that web self-service shouldn’t exist, but the fact remains that the de....Read more

  Contributor:  Tripp Babbitt Tags: babbitt | self-service | call center 08/17/2011  12:00:00 AM EDT

• Why Don’t We Let Customer Service Agents Actually Think? Customer service leaders repeatedly stress the need to improve agent engagement and better the customer experience, yet their live phone and chat reps are often advised to behave in ways that undermine both endeavors. At every turn, agents are encouraged to adhere to a rigid, repetitive structure for dealing with customers—and rigidity is hardly the best way to provide meaningful, personalized ....Read more

  Contributor:  Brian Cantor Tags: call center | customer service | customer service reps 10/18/2011  12:00:00 AM EDT

• Over the Air Support One of the big advantages that Over the Air (OTA) support brings to your wireless call center is empowerment. From the subscriber side, we all know how frustrating it is to wait in a queue only to find that the first person you talk to is not going to be able to help you and in fact is going to transfer you to another queue where you get to wait some more for someone who actually knows what they are doin....Read more

  Contributor:  Jason Lackey Tags: crm | CSR | customer service 08/09/2010  12:00:00 AM EDT

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