Creating a Customer-Focused Culture Posts


While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing the importance of the dialogue has become critical to successful branding efforts. While the unstructured customer dat...
"Social Media is like teen sex. Everyone wants to do it. No one knows how. When it’s finally done there is surprise it’s not better" -Avinash Kaushik, Analytics Evangelist, Google Social Media ROI has a reputat...
Call Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call center workforce management can be an arduous task. This is particularly difficult when accounting for service levels,...
The impact and opportunities of social media for companies is undeniable. Social media can be integrated as part of a company’s channel strategy, specifically the call center strategy, to promote and sell products, brand promotion and ev...
Struggling with ideas on how to engage and motivate your call center representatives? There is one thing that I know from experience—both as a call center representative and an executive call center leader—your call center representa...
Over the last five years, leveraging self-service to drive down costs and improve customer satisfaction has garnered a lot of attention from chief executives looking to optimize call center organizations. Providing quality customer service to quickly...
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 st...