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Southwest Airlines and Case-Mate on Leveraging Social Media to Gather Customer Feedback
Voice of the Customer (VOC) is something your company needs to be listening to. If you aren’t listening for customer feedback online and your VOC is falling on deaf ears, your company will be in for a rude awakening.Navigating the social Web is one of the most powerful ways for your brand to act as a listening board.At this year’s 2009 Customer Feedback Week conference, Steve Latham, founde....more |
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Author: Steve Latham Tags: voice of the customer | voc | customer feedback |
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Using New Media to Listen to Customers
Social media has changed how we think about marketing. Word of mouth has always been the most influential with regard to purchase decisions, but historically word of mouth was limited on how far it could travel. Today word of mouth can circulate around the world in a matter of minutes! Steve Latham, founder |
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Author: Blake Landau Tags: call center | voice of the customer | Spur Interactive |
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Using Integrated Voice Response (IVR) to Gauge Customer Experience
Integrated Voice Response technology has come of age, opening up new and rather unconventional approaches for Call Centers to gauge the quality of the experience they deliver to customers. A two-way interactive Integrated Voice Response link in its simplest rendition appears fairly innocuous. Interactive Voice Response (IVR) technology is a class of hardware and software applications that proce....more |
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Author: Harsh Zadoo Tags: Dell | call center | call centers |
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Interactive Voice Response (IVR) Design and the Call Center: A Travelocity Story
Voice interaction designers and the call center need to engage in more communication. In the typical process for designing and deploying a new Interactive Voice Recognition application, the designer will sit with call center representatives taking calls and meet with the call center representatives in small groups to learn more about why customers are calling and what language the call center representat....more |
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Author: Tags: interactive voice response | ivr | Travelocity |
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The Problem With IVR: A Call Center Case Study
Editor's Note: This article was first run on Customer Management IQ on 4/1/2009.Call center representatives are trained to respond to only certain call types.But when voice recognition technology, Interactive Voice Response (IVR), is thrown into the call center mix, problems arise. Voice recognition technology causes issues for both the customer and the call center representative.This shouldn't come as a bi....more |
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Author: Paul Roemer Tags: call center | voice recognition technology | interactive voice response |
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Death By Call Center
I am always fascinated by the actions of call center management efforts to attain cost reductions. Bank management efforts are no exception. At a large customer service (call) center for a tier one (large) bank I spent time listening to some phone calls and understanding what customers hear when they reach the bank's call center through the IVR (Interactive Voice Response) system. I s....more |
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Author: Tripp Babbitt Tags: interactive voice response | customers | value creation |
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Call Centers and the Zero Sum Game: A Loser's Mentality
Most of us have connected with the service sector (public or private) through call centers or otherwise and felt like we have been "worked." That burning feeling that what matters to you does not matter to the service company with which you are interacting through the call center.The source of this feeling might be the Interactive Voice Response system you have to go through when you call a call c....more |
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Author: Tripp Babbitt Tags: customer service | IVR | call center |
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Four Steps to Jazzing Up Your Customer Loyalty Program
How Do You Retain Your Customers and Earn Their Loyalty? It’s like any successful relationship: If you want customers to be loyal to you, you must be loyal to them. For starters, you must have a product or service that delivers as advertised, but that’s just the minimum requirement, kind of like dressing appropriately and smiling on a first date.There’s a saying in the business world: Cust....more |
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Author: Guy Maser Tags: call volume | customer management | customer |
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Core Values and Customer Loyalty: Do You Have What it Takes?
Marketing will never be the same. The way marketers manage the relationships between organizations and customers has changed forever, and, for the first time, the responsibility for managing the brand has been transferred to the consumer.Your brand has become fluid (whether you were aware of this or not) and the cornerstones of your retention and reputation management strategy have shifted. Half-executed cu....more |
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Author: David Cliche Tags: customer | customer experience | David Cliche |
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