“Just talk to your customers” was the resounding answer to: “What’s the best way to learn best practices for customer experience management?” — a question I posted on several business-focused social media sites. Yet less than 60% of companies have a formal voice of the customer program.1 Why? Because we often assume we already know what customers think, or what they “should” think. Somehow it seems straightforward to…Continue
Added by Lynn Hunsaker on November 16, 2010 at 12:27am — No Comments
BUSINESS PROCESS OUTSOURCING (BPO)
TEAM of 5 telemarketers + 1 Supervisor needed immediately.
B.P.O. call centers with experience only please!
OUTBOUND COLD CALLING
SALES experience required.
TRAINING provided to ensure you are successful.
SUPPORT provided daily/weekly/monthly.
ENTHUSIASM & WILLINGNESS TO LEARN is important.
LONG TERM PARTNERSHIP.
EXCELLENT PAY +…
Added by john Katz on October 18, 2010 at 10:49am — No Comments
All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).…Continue
Added by Lynn Hunsaker on October 13, 2010 at 10:27am — No Comments
Added by Doris Anne Beaulieu on October 9, 2010 at 3:16pm — No Comments
You've seen the ads depicting crazy business policies that dampen customer experience and make customers cynical. I'm a big fan of free enterprise, but have to admit that self-serving practices have eroded trust and the joy of being a customer.
As each one of us is a customer ourselves, we should understand customer experience management like the back of our hand. Yet, somehow customer experience seems a…
Added by Lynn Hunsaker on October 8, 2010 at 11:16am — No Comments
Sodexo Motivation Solutions, in the UK, released the results of its new survey highlighting Generation Y’s (employees aged 16 to 28) perceptions of working. The survey finds that more than half of Generation Y employees are looking to leave their jobs within a year.
While this study was conducted in the UK, the US and Canadian call center industry, are closely aligned with call center practices in the UK.…Continue
Added by Jim Rembach on October 1, 2010 at 9:15am — No Comments
Added by Kevin O'Brien on August 30, 2010 at 11:25am — No Comments
I just returned from a large Call Center Conference and many of the breakout sessions discussed the need for businesses to focus on “The Voice of the Customer”. I am heading to the ATA National Convention next month in Orlando as well and I am sure this will be discussed because it is an improtant aspect of the business.
This seems to be the new buzz phrase and I heard many different ideas on how a company can achieve…Continue
Added by Glenn Pasch on August 8, 2010 at 6:59am — No Comments
Added by Kevin O'Brien on August 6, 2010 at 12:30pm — No Comments
Just the other day, I received a '800' Service call...so it said on the caller ID. Knowing full well that it was a call center on the other line, I picked up the phone ready to engage in the conversation. The agent (after a delay and me saying hello twice) picked up and asked for Lisa Reile. My name is not Lisa, nor does a Lisa Reile live here! I quickly realized that this was a collection call because the agent gave me the impression that I was lying by continuing ask me where Lisa was. And…Continue
Added by Kevin O'Brien on August 3, 2010 at 3:16pm — No Comments
Yes, a touchy subject. I've seen some write ups on this topic, but always wondered about the PC factor and the risk of going live with such opinions. However, since we are in the business of creating outstanding customer experiences, I think this topic is one worth exploring further.
Last evening, I called Capital One because I misplaced my credit card and was in a panic, wondering who has it and how many charges they tallied up on my behalf. With the rampant surge of identity…Continue
Added by Kevin O'Brien on August 3, 2010 at 3:05pm — No Comments
Long before my career in call center consulting and call center operations and management I took Radio and Teleivsion in college, but never worked a day in this field, so using youtube is the closest I have come.
Video may have killed the radio star according to the Buggles, but we will see how video treats call center consultants. Taylor Reach has just posted our first video case studies on youtube, Part 1 is found …
Added by Colin Taylor on July 26, 2010 at 4:20pm — No Comments
This is a very common question amongst managers. Call centers deal with this all the time because they are always battling high turnover. Even if your business offers commissions you still need to do more each
month for your employees. Every manager training program
should have a…
Added by Colin Taylor on July 6, 2010 at 1:39pm — No Comments
By Colin Taylor
I was chatting earlier today with a conference organizer who wanted to get my opinion as to what the ‘hot’ buttons were regarding potential conference topics that they could offer. This was reminiscent of other similar calls I have fielded over the years and one of the top 3 topics I have always suggested is staff and agent retention. This was a ‘hot button’ topic…
Added by Colin Taylor on June 9, 2010 at 9:20am — No Comments
Yesterday, Patrick Barnard with TMC.net published an outstanding article entitled "New Report from Frost & Sullivan Shows Hosted Call Center Vendors Going after the Big Guys"
Below are some pertinent excerpts:
Frost & Sullivan issued a report today entitled "North American…
Added by Darren Prine on June 8, 2010 at 5:00pm — No Comments
Added by Glenn Pasch on June 1, 2010 at 9:23pm — No Comments
FOR ALL CALL CENTER INCREASE YOUR SALES…Continue
Added by Global Network Solutions on May 28, 2010 at 1:23am — No Comments
Added by Chad Rigby on May 10, 2010 at 12:00pm — No Comments
Added by Glenn Pasch on May 4, 2010 at 7:14am — No Comments