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When we talk about the customer experience, we aren't trying to replicate Disneyland -- though those folks have done a great job of understanding the customer to the point that they've turned CRM on its ear, preferring to call it "CMR," for the "customer managed experience." |
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Wednesday, 06 September 2006 |
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A very large company formed a task force to identify the value gained from the obscene amounts of money it spent on customer information, marketing analytics and reporting. No marketing representative was on the task force. |
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Wednesday, 06 September 2006 |
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How three companies engineered customer service overhauls to keep clients happy— and crank up growth. |
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Tuesday, 05 September 2006 |
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It's important to look at the overall lifecycle of a customer, from acquisition to development, to servicing, to retention. Understanding what the customer is going through at each stage brings added context to each interaction. |
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Tuesday, 05 September 2006 |
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Cox Communications Arizona is expanding its telework program, offering the option to work from home to interested, high-performing Cox customer care agents who answer billing inquiries and offer technical support for video, phone and high speed Internet. |
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Wednesday, 30 August 2006 |
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"It's not that the customer doesn't like the accent. The issue really is, the rep doesn't know the customer, doesn't understand the problem, and is not equipped to solve it anyway.” |
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Wednesday, 30 August 2006 |
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Self-service certainly has its place for basic transactions, but for high-value high-touch interactions, nothing replaces person-to-person contact. If a customer has a dispute, or wants to know if he's choosing the right service option, live agent communication is warranted. |
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Wednesday, 30 August 2006 |
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Before outsourcing should even be considered, reconsider the base from which these decisions are made. It is time to examine every process, every management policy, every initiative, both past and present, and the complexity of the current product or service mix with a ready and willing commitment to establish true lean. |
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Monday, 28 August 2006 |
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There's little doubt that vendors of contact center technology see the value and promise of workforce optimization (WFO), as the market continues to undergo consolidation. |
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Thursday, 24 August 2006 |
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It's not surprising that 1-800-Flowers.com sees its business spike around Valentine's Day, Mother's Day and Christmas. What might surprise you, however, is that the company meets its increased call volume with customer-care agents who just might be answering the phone in bathrobe and slippers. |
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Tuesday, 22 August 2006 |
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| Results 201 - 210 of 311 |
