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Customer Experience Management
39 results
of 4
Posted:
Your CRM does a great job of tracking all of the valuable information your customers provide, and organizing that information to help agents more effectively up-sell and cross-sell, target marketing efforts, and solve potential issues before they escalate. And while many leading CRM solutions provide important digital touch points (email, text,... Full Content »
Contributor: William Cohen, Ph.D.
Posted: Sun, 08/01/2010
William Cohen, Ph.D.

Doris Drucker, Peter Drucker’s widow, is 99 years young. She is bright, charming and energetic. She exercises with weights, plays a mean game of tennis and travels the world promoting Peter’s values and ideas. She has accomplished much in her own right and I consider her a good friend and wise mentor. Some months ago she was... Full Content »
Contributor: Brian Cantor
Posted: Tue, 01/17/2012
brian
And you thought popularity contests were a distant memory of high school cafeterias… Full Content »
Contributor: Melissa Kovacevic
Posted: Tue, 03/13/2012
Melissa Kovacevic
When my friend relayed this story to me, I thought it was a perfect example of how to create a poor Customer Experience because your processes aren’t focused on making good Customers feel valued. Full Content »
Contributor: Brian Cantor
Posted: Sun, 04/29/2012
brian
Customer experience success does not come from doing one or two things especially "right." Full Content »
Contributor: Melissa Kovacevic
Posted: Tue, 05/15/2012
Melissa Kovacevic
They are friendly but have no idea how to get you interested in the product or services they are trying to sell. They were hired in a Customer Service focused role and now they have to sell. So what is really going on? Full Content »
Posted: Tue, 06/19/2012

For all the talk about the rise of social media as a marketing and customer service tool, one can only imagine how much more significant the explosion would have been had C-level and stakeholder fear not created such an obstruction.

As social media standout Nick Kossovan explained at the 7thAnnual Call Centre Week Canada, fear is preventing so... Full Content »
Contributor: Brian Cantor
Posted: Sun, 06/24/2012
brian
Customer service is a performance and not the kind that is delivered with a hairbrush in front of a bathroom mirror. Full Content »
Contributor: Lisa Schulman
Posted: Tue, 06/26/2012
Lisa Schulman
A customer experience discussion highlights the tangible connection between customer experience, loyalty and tangible business results. Full Content »
Contributor: call center week
Posted: Tue, 07/10/2012
The Path to Customer Experience Success
Download this informative white paper from Strativity Group - The Path to Customer Experience Success: The emergence of the Chief Customer Officer, a 21st century role - to find out the best practices, in using your multichannel platforms and social media, to create the ultimate customer experience initiatives. Full Content »
Contributor: Eric Dodds
Posted: Tue, 07/10/2012
Eric Dodds
Are the features you're adding to projects, experiences or messages actually undermining what you're trying to accomplish for your customers? Full Content »
39 results
of 4