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Systems Thinking
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Tripp Babbitt
Problems in Your Contact Center? Agent Training Won't Fix It:
Problems in Your Contact Center? Agent Training Won't Fix It:When issues arise in the contact center, many assume the agent talent or training level is not up to par. CMIQ Columnist Tripp Babbitt thinks otherwise, arguing that companies frequently fail to look at systematic problems first. Are you looking for the correct problems?Read more
May 31, 2011 by Tripp Babbitt

Unorthodox Wisdom for the Uncommon Call Center
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Brooks Mitchell, PhD
The L Word: Loyalty:
The L Word: Loyalty:Many call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University of Wyoming, I have talked about entrepreneurship with thousands of students. As a founder of three successful ventures, it has been easy for me to combine the academic theory with the practical... Read more
June 7, 2010 by Brooks Mitchell, PhD

Creating a Customer-Focused Culture
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Art Hall
Operationalizing Social Media and the End of Analysis Paralysis:
Operationalizing Social Media and the End of Analysis Paralysis:"Social Media is like teen sex. Everyone wants to do it. No one knows how. When it’s finally done there is surprise it’s not better" -Avinash Kaushik, Analytics Evangelist, Google Social Media ROI has a reputation for being difficult to measure because the benefits extolled by advocates is social media marketing is qualitative in nature. Return on Investment (ROI) is a... Read more
April 27, 2010 by Art Hall

Voice of the Customer
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Reg Goeke
Transform Your Call Center into a Value Performance Monitoring System:
Transform Your Call Center into a Value Performance Monitoring System:I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. It seems to me that the call center could become an extremely effective listening post if a) the call center were to be just a bit more proactive and b) if the call center were more focused on the... Read more
December 6, 2009 by Reg Goeke
Brooks Mitchell, PhD
Beware the Holiday Turkey: A Cautionary Tale for Call Center Holiday Giving:
Beware the Holiday Turkey: A Cautionary Tale for Call Center Holiday Giving:The holiday seasons are here now and call center management are considering giving gifts to their employees. Be very cautious about this policy in your call center. On the surface, this seems to be a good gesture to your call center representatives at a festive time of the year, and I am sure that most recipients in your call center of holiday gifts are initially very appreciative. But as... Read more
November 16, 2009 by Brooks Mitchell, PhD

Turning Data into Profit the Oracle Way
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Jeremy Whyte
Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction:
Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction:Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide feedback regarding the customer experience with products or services. Leading companies use this customer input to continually enhance service delivery to improve the customer experience. In order to drive continual customer service improvements, companies need to focus on four areas regarding the... Read more
April 19, 2009 by Jeremy Whyte

Driving Strategies Through Improved Customer Experiences
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Jon Blum
Strategic Investment in Customer Experience:
Strategic Investment in Customer Experience:Your customer and how you approach your customer hold the key to successfully investing in your dynamic business model, but more importantly, in turning around the economy. Wait a minute. This suddenly got a lot larger than you may have thought… Whether your customer base is 10 or 10 million, the idea that each individual holds critical answers to your company’s future and... Read more
April 15, 2009 by Jon Blum

Can You See What Customers See
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Dick  Lee
Redesigning Back and Front Office Processes to Improve Customer Satisfaction:
Redesigning Back and Front Office Processes to Improve Customer Satisfaction:Most companies attempting to build stronger bonds of customers loyalty make a common mistake. They focus the vast majority of their efforts to improve customer experience on points of customer contact–thereby failing to address back office issues that undercut the positive efforts of customer-facing staff. The result? The obvious: What’s gained by one hand is taken away by the other.... Read more
February 19, 2009 by Dick Lee
Tags: marketing | customer | CRM

ExecMojo
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Sue Schaefer and Sue Wyman
Employer Branding to Empower Recruiting and Retention:
Employer Branding to Empower Recruiting and Retention:Every company has an employer brand. This is essentially the reputation that is perceived by customers and current/potential employees of what it’s like to work at a particular company. It is uniquely different than, but critically connected to, the customer brand. Every company has the opportunity to shape their employer brand and create a differentiated perception of their company to... Read more
June 10, 2008 by Sue Schaefer and Sue Wyman