Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
4 Winning Strategies for Achieving Real Results from Social Media
February 22 by Mitchell OsakFor leading-edge marketers, social media has moved beyond the novelty stage to a point where it can now produce real business value. There are now a variety of winning strategies that many organiza...
Target Knows You're Pregnant; Is This What Customers Really Want?
February 21 by Brian CantorAt the heart of the renewed focus on "Big Data" is an explosive excitement about the implications on customer management. The mountains of customer insights, observers stress, hold the keys to prop...
Debunking the Banking Customer Service Myth
February 13 by Brian CantorWhen Bank of America’s utterly-illogical, thankfully-reconsidered idea to charge customers a fee to use their debit cards for transactions replaced Netflix’s pricing fiasco as the punchl...
Does Your Call Center Affect Profits?
February 09 by CCW DigitalCall centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful met...
Customers Want to Help Your Business, So Why Not Let Them?
February 08 by Brian CantorBusinesses dance around customer feedback invitations the way friends and family members do when asking for rides to the airport. They never feel confident their requests will be accepted and thus...
How Elite Companies Are Beating Your Customer Experience (And Why it Matters)
February 06 by Brian CantorEven in an age of significant customer management focus, many of those facing pressure to expand their customer experience management initiatives still find themselves dwelling on two key concerns:...
Obama Rips Outsourcing in State of Union; What's the Foreign Call Center Reaction?
January 25 by Brian CantorOutsourcers are a common political target for those trying to court the everyday American, and in the final State of the Union of his term, US President Barack Obama delivered a firm call to create...
Zappos vs. UFC: Who Exactly Are You Trying to Satisfy?
January 25 by Brian CantorIn the fallout of a crisis, a fundamental customer management question becomes even more significant: who exactly are you trying to satisfy? In recent weeks, customer experience kingpin Zappos an...
CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?
January 23 by CCW Digital EditorPerhaps made a bit "uncool" by its excessive level of overplay as a buzzword, customer relationship management—CRM—nonetheless remains a paramount business driver, hailed as a crucial fo...
Do You Allow Your Customer Service Reps to Help You Help Your Customers?
January 20 by David LeeDo you help your customer service representatives help you upgrade your customer service experience or do you say, "Just do your job and leave the thinking to us?" You obviously don’t actual...
Data Management: Go on a Data Diet...Or Risk Hurting Marketing, Losing Customers
January 12 by Mitchell OsakIn the effort to better target profitable customers and enable 1:1 marketing, companies have been collecting and managing as much customer information as they can get their hands on. Many industrie...
Metrics for Social Customer Service
January 06 by Customer Contact WeekLearn in this metrics for social customer service eBook which customer service metrics drive service excellence and enhance customer experience in the age of social media.