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April 2009 Blog Posts (5)

5 Keys to Employee Engagement for Customer Experience

CLICK HERE FOR PODCAST VERSION (4:48)

Employee Engagement Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top challenges are:

* Cross-channel CEM.

* Organization-wide focus on customer service differentiation.

* Commonly agreed-to… Continue

Added by Lynn Hunsaker on April 23, 2009 at 12:00pm — 2 Comments

DIRECTV, Comcast to Pay Total of $3.21 Million for Entity-Specific Do Not Call Violations

DIRECTV to Pay $2.31 Million for Violating Telemarketing Sales Rule; Comcast to Pay $900,000 for Calling Consumers Who Asked Not to be Called Again



source: www.ftc.gov Full Article Web Link:http://www.ftc.gov/opa/2009/04/directv.shtm



Greetings Professionals!



It does not pay to ignore your "Internal Do Not Call List"! Your Internal or In-House DNC List is just as important as "scrubbing" your call list numbers against the federal do not call… Continue

Added by Traci Lawson on April 22, 2009 at 1:30pm — No Comments

Using Customer Reach Article for Training Call Center Agents

Using Customer Reach Article for Training Call Center Agents

Just received a note from one of the subscribers to Customer Reach, with Sam's Club that liked one of our articles so much that they want to use it as a part of the contact center agent training.



While I would like to take all of the credit for this achievement the credit belongs to Deborah Chaddock Brown who wrote the "Will you use your powers for Good" article. check out the article and newsletter at… Continue

Added by Colin Taylor on April 22, 2009 at 9:34am — No Comments

Hot off the Press

Our recent survey showed that most people were interested in articles. It also reinforced how tight or non-existent budgets are at the moment. Is this true for you too?



We heard, we listened. We have created The Expert’s Guide to Customer Service which is a compilation of 27 articles. But instead of charging an arm and a leg, we make them reasonable, accessible, and easily available to you. I think you’ll agree when you go here to learn more… Continue

Added by HumanTech on April 15, 2009 at 10:18am — No Comments

Visiting our leaders in DC

Readers, it is the cherry blossom season in DC this week. A great time to visit if you don't mind having to cut through hordes of 9th grade spring break troupes making their first visit to Washington! Always fun to observe youngsters enthralled with the incredible amount of scenery to take in while you hustle from one appointment to another, sweating in your suit while they casually hang about in jeans and shorts. Ah, the good old days.



It was a personally productive trip. Trying to… Continue

Added by Josh Scism on April 2, 2009 at 11:39am — No Comments

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