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Customer Experience (50)

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Top Customer Service Trends for 2010

What are your thoughts on the top trends in customer service for 2010? Do you see more effort being put into building loyalty? How? How do…

Started by Peggy Carlaw

5 Apr 3, 2014
Reply by Clark Wings

Customer Service Definition and Metrics

Access customer service definition and key measures at: http://www.apqc.org/knowledge-base/documents/customer-service-definitions-and-key-m

Started by Kathryn Jackson

0 Jun 15, 2011

Impact of Call Centers on Brand

Has anyone out there considered the impact of call centers on a company brand? I have been considering this question, as part of looking a…

Started by Wilson Haddow

3 Oct 21, 2010
Reply by Jerry E Durant

Customer Experience Management - What does it mean to you?

Customer Experience Management (CEM) is a very popular topic among call center leadership groups.  It is an area I am very interested in, h…

Started by Richard Natoli

4 Apr 14, 2010
Reply by Kathryn Jackson

What is your ASA?

I'm wondering if people would be willing to share their ASAs. I'm trying to determine where my company stands. It would be helpful if every…

Started by Richard Natoli

5 Dec 13, 2009
Reply by shraddha panday

The Good Enough Revolution: When Cheap and Simple Is Just Fine

Great analysis of how to define our customer experience strategy / requirements. Sometimes "good enough" is just what the customer ordered.…

Started by Kathryn Jackson

0 Dec 9, 2009

I need Voice Talent.

I am preparing to run an A/B split test surrounding customer experience in our IVR flows. I need to find a new voice for our phone systems.…

Started by Richard Natoli

16 Dec 1, 2009
Reply by Gemma Smith

What's Keeping You From a Customer Experience that "Rocks"? Watch a short flash presentation with a few of the hurdles we all experience!

I made this little presentation for a session I was giving entitled: 1001 Ways to Optimize Your Customers' Experience. It communicates a fe…

Started by Kathryn Jackson

6 Nov 30, 2009
Reply by Kathryn Jackson

New ATA Member

I am a new member of ATA and am looking forward to the partnership! LLE provides pay-as-you-go foreign language interpretation and translat…

Started by Matthew Swain

0 Sep 25, 2009

Call Center Integration and Customer Experience.

How can a call center practically move forward without the benefit of complete organizational integration? Read on to understand my questio…

Started by Kathryn Jackson

5 Aug 21, 2009
Reply by Kathryn Jackson

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