Customer Service, Satisfaction, Loyalty (52)

Discussions Replies Latest Activity

Orginzational Structure

I am looking at developing a position and structure that oversees several servicing functions in our organization. Does anyone have informa…

Started by Kathy Rodine

1 Jan 17, 2011
Reply by Ronnie Jones


I am interested in any details you may have on the type of survey you may be sending to your customers for call center effectiveness; i.e n…

Started by Janyse Madsen

0 May 12, 2010

Collection Scripts

Dear AllKindly note that we need to create perfect scripts for collections through English version so i need you help and experience to bui…

Started by Ali Fathi

0 May 11, 2010

Using Social Media in Contact Centers to drive market demand and customer satisfaction

The contact center offers marketing a secret weapon that should not be overlooked. Every contact center has idle time. Agent scheduling, wh…

Started by Robert Trent

0 Apr 17, 2010

Voice Branding and Persona Development

What is voice-branding and why should you care? If you're like most companies you gave great consideration to your logo, your company color…

Started by Adam Markowitz

0 Jan 13, 2010

Phone questioner & campaign elements

Kindly i have questions about the phone questioner & campaign as i need to know some conditions and terms related to this issue like 1…

Started by Ali Fathi

5 Dec 2, 2009
Reply by Ali Fathi

The Service Recovery Paradox: Dispelling the Myth

Sometimes we think of our service organization like Captain Smith does in the following quote: "I cannot imagine any condition which would…

Started by Kathryn Jackson

0 Oct 28, 2009

Enhancing Service Experience Through Understanding Employee Experience Management

Interesting article relating the employee experience with the customer experience. "Employees are crucial elements in CEM strategy since t…

Started by Kathryn Jackson

0 Oct 28, 2009

Zappos Culture Book - 10th Edition Now Available

Zappos is famous for a lot of things including its Culture Book. I was first introduced to this little gem at a conference I was attendin…

Started by Kathryn Jackson

0 Sep 18, 2009

Customer complaints

what are you doing to collect and act on information that customers provide through complaints? Do you have a formal process for collecting…

Started by Kathryn Jackson

2 Sep 16, 2009
Reply by Esteban Kolsky


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