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CX Leaders and American Politicians Are Facing the Same Problems. Their Target Audience Is The Solution
September 08 by Wandy Felicita OrtizConsistency, communication and empathizing with your constituency, much like forging a positive customer-agent relationship, is key to productive, balanced politics.
Five Steps to Improving the Customer Service Experience
October 03 by Customer Contact WeekAccording to an Ovum survey of 300 US-based consumers, customers are willing to pay a premium of almost 10% in order to receive great customer service. By improving the customer experience at every...
5 Ways to Get Agents to Embrace Quality Monitoring
March 01 by Greg LevinFew processes in the contact center are as contentious as quality monitoring. When not carefully explained and carried out with tact and sensitivity, monitoring smacks of spying. Cries of "Big Broth...
10 Musts for Customer Satisfaction Surveys
December 22 by Al-Nashir BandaliThere are many ways to enhance your customer feedback data to ensure as much participation as possible, along with receiving the best results possible. Here are just a few. 1. Define Your Approach...
American Express: Continuing its Focus on Providing Superior Customer Service
August 20 by CCW Digital EditorDoria Camaraza is American Express's Senior Vice President and General Manager for the Credit Card Operations Service Center. At March 2010's Customer Experience Summit, Camaraza discusses the futur...
Judy McKee Wakes Up the Call Center Industry
February 02 by Blake LandauJudy Mckee, trainer, consultant and co-author of The Positive Coach Approach, wants the call center community to wake up to its potential, and she offers a much needed wake-up call. McKee, a call...
Sales Trainer and Management Speaker Duane Cashin Wants To Improve Your Sales Performance
January 26 by Blake LandauDuane Cashin is shouting from the roof tops that we do not live in a competitive marketplace but a crowded marketplace. Cashin, a sales trainer and management consultant, does not currently see comp...
Increasing CSR Productivity and With Coach Joe Gilliam: The Secret to Call Center Performance Improvement
December 01 by Blake LandauJoe Gilliam believes there is a customer service problem in this country. The problem, according to Gilliam, is lack of training and leadership. And he thinks he can fix this problem. His remedy...
Achieving ROI with EQ: Managing the Call Center with Emotional Intelligence, For Profit
September 23 by Blake LandauKeith Fiveson, CEO of ITESA, sat down with Customer Management IQ’s Blake Landau to discuss how to effectively manage in the call center using an important but often ignored quality: EQ. Ha...