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May 2009 Blog Posts (5)

Interaction Bridges for Customer Commitments

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For customer experience management (CEM), it’s natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions for CEM occur inside the company,… Continue

Added by Lynn Hunsaker on May 23, 2009 at 12:00pm — No Comments

Integrate to improve new hire retention

During a regional SHRM conference last monthI saw a demo of an onboarding product that really caught my attention. Not wanting to rely totally on vendor claims, I reread two important research documents from Aberdeen group. The January 2009 study showed us that 83% of best in class companies use recommended onboarding processes and realize:

  • 31% year-over-year…
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Added by John McCoy on May 20, 2009 at 11:00am — 1 Comment

Managing your Contact Center’s Telecom Costs

Managing your Contact Center’s Telecom Costs



The economy is in decline, jobless numbers and unemployment are growing and companies are being asked to cut costs operate more efficiently. Call centre managers, used to “doing more with less” are now being asked to “do more with none”. Where can a manager turn in their efforts to improve the efficiency and reduce the operating costs in their call or contact center?



There are a number of cost centers within a contact center,… Continue

Added by Colin Taylor on May 20, 2009 at 8:20am — No Comments

Will your SaaS Provider Survive?

Talent management software as a service has been a hot item for several years, with some vendors experiencing over 100% annual growth since 2001. Even with that rapid growth, the worldwide market penetration for automated talent management systems is still only about 14 percent. With that kind of growth and market opportunity, many new and existing companies have entered this space or vastly expanded their offerings. Another factor driving the growth was the demand for fully integrated suites… Continue

Added by John McCoy on May 19, 2009 at 1:16pm — No Comments

What IS Customer Experience?!

You probably hear lots of "customer ..." phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related.



Customer Experience: customer's journey from realization of a need until the need no longer exists.



customer experience

Customer Satisfaction: customer's perception of reality… Continue

Added by Lynn Hunsaker on May 8, 2009 at 4:00pm — 1 Comment

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