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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
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TECHNOLOGY
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An international survey of more than 4,300 consumers, found that 23 percent considered their customer service experience ''significantly better,'' and an additional 38 percent felt it was ''somewhat better'' while only 12 percent thought it was worse. |
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Friday, 17 August 2007 |
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The call center industry has long implemented call recording practices as an effective way to capture information, resolve disputes, improve agent training and even gain a full understanding of the customer’s perception of the service they are receiving. |
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Friday, 10 August 2007 |
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Setting the right tone in e-mail writing is more than just choosing the right wine to go with the meal. Tone in e-mail – how you say what you say – is so important that an inappropriate tone can cause a reader to ignore, delete, or overreact to your message. A versatile writer can write the same thing using a variety of tones. |
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Thursday, 09 August 2007 |
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"Enterprises are rapidly learning how to use the output from speech analytics to benefit many operating areas including: sales, marketing, R&D, compliance, risk management, collections, fraud, back-office operations and, of course, the contact center," said Donna Fluss, president of DMG Consulting. "The great news is that the benefits are real." |
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Thursday, 09 August 2007 |
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Ah, the wonders of technology. The next time you call an 800 number to place an order from a catalog, a Web site or an infomercial, you may be speaking to a customer-service agent who is working at home. |
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Wednesday, 08 August 2007 |
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Customer service interaction and brand differentiation are the top factors driving kiosk adoption. Aberdeen has identified Self Pay, Self Order, and Self Help are the three primary kiosk types available for adoption to improve customer experiences. Specifically, more than half (56%) of Best-in-Class companies are enhancing the self service customer touch points through a collaborative process of store operations workflow planning and kiosks. |
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Wednesday, 08 August 2007 |
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The dream goes something like this: “Now that we offer our customers web self-service, they answer their own questions. The phones are quiet and the e-mail flow has dwindled to a trickle.” This self-service dream includes images of a 24/7, personalized, customer-enabling, transaction-completing, purchase-facilitating automated wonder. |
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Monday, 06 August 2007 |
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I am a strong believer that by creating a more satisfying experience for your customers and helping them achieve their buying process goals; businesses in turn increase their website sales. In an earlier post I presented my wife’s experience in researching to buy a new car. Her experience demonstrated for me the major difference between a car salesperson helping her achieve her buying process goals than one mostly concerned with selling her a car. |
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Monday, 06 August 2007 |
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Norma Freedman received notification in May that a movie from the Columbia House mail-order DVD company would be sent, but she didn't receive the usual code used to cancel the order. So she did what many people would do: She called the company. |
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Friday, 03 August 2007 |
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At airports, supermarkets and big-box retailers, "customer service" in recent years has meant self-serve -- aided by touch-screen kiosks. As digital kiosks become more user-friendly and capable of handling more complicated tasks, healthcare providers, fast-food chains and other businesses say trading face-to-face encounters for face-to-monitor transactions improves service and saves money. |
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Friday, 03 August 2007 |
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