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Learning from Comcast: Unintended Consequences or Missed Opportunities? - Rick Merson

The recent uproar about the cable CSR who made it inappropriately difficult for a customer to cancel got me thinking about the law of unintended consequences – and how to plan for “unintended” outcomes. Full Article »


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Video: Zynga & TELUS Reveal the 7 Keys to a Customer-Centric Call Center -

You can have all the right technology and measure performance against all the right metrics, but if your customer support teams and partners are not completely committed to a culture of customer centricity, you can wave satisfaction goodbye. Full Video »


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Amazon's Mayday Button: Why Customer Service Needs a Human Touch -

It might be one feature offered by one company, but the "Mayday" button on Amazon's Kindle Fire speaks to an essential ingredient in today's customer experiences: human interaction. Full Podcast »


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Hospitals: Don't Call Me Patient, Call Me Customer!

Contributor: Tripp Babbitt
Posted: 6/16/2010


Hospitals: Don't Call Me Patient, Call Me Customer! - Tripp Babbitt

I recently saw an ad in my newspaper for a Heart Scan at a local hospital. Full Column »


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More Columns

Managing Customer Satisfaction, Agent Involvement and Profitability

Imagine YOUR contact center with exactly the right level of staffing needed to meet your desired response times. No more, no less than needed. Imagine also being able to maintain this optimal staffing not only for a brief period in time, but for any time period you need to plan for: next month, next quarter, or next year. Make your imagination your reality with this whitepaper! Full Whitepaper »


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