Customer Service in 2012 and Beyond Technology..
Managers in Customer Services don't need more or new technology, but what is it they do need (to do)? Here's my take for 2012 and beyond!
Subscribe:
RSS feed
Passionate about Customers
Browsing All posts tagged under »Call Center«
E-mail from a Contact Center Manager
November 5, 2011
I received an email from a Contact Center Manager I think everyone should read. The e-mail, which I publish almost entirely, speaks for itself.
Because it is time you take Customer Service seriously..
February 7, 2011
To date, the best proxy for good and effective Customer Services (operations), has been set by Bill Price, with his book "The Best Service is no Service". I believe we need a more fundamental change though, in our perspective to finally start having a real and sustainable impact on business results, not just sitting on the cost-side of the equation. I would like to explain so by elaborating on the "Five perspectives on Customer Services" we need today...
Are your service metrics aligned with Customer needs?
October 9, 2009
After some posts on Social CRM I feel it is time to write about one of my favorite topics. I wrote about metrics in the Customer world before. Most of them can be considered “rants” against current measurement practice in Call Center / Customer Services today. Desired Outcomes Metrics – A design thinking approach -… [Read more…]
Metrics – to fool or be fooled – that’s the question!
August 12, 2009
KPI’s should be about understanding what you need to improve to be better at meeting your Customer’s needs and desires. Designing a measurement framework, the metrics that go with that, and the cross-functional dashboards to ensure cross-silo understanding how improvement in one area effects another, should not be regarded lightly. At the same time putting… [Read more…]
To be a Value (Call) Center is not your choice…
July 15, 2009
Over the past years most companies have recognized the contact center or customer services center as an important touch-point between the company and its Customers. This insight has been mostly driven by the recognition or discovery of Customer Experience Management. I very much welcome the interest of Marketing (and Sales) for the call center environment… [Read more…]
Which Goose should you chase? – Invitation to co-create next generation customer service dashboard 2.0 –
June 28, 2009
A few weeks ago I posted a blog with the title: Why keep chasing the wrong Goose? At the end of that post I promised to come back to you with a more in depth post on what you should be chasing, or in other words: Which metrics should you put in place in the… [Read more…]
Ziggo neemt flaterward in ontvangst (namens alle Helpdesks van Nederland)
April 26, 2009
Ziggo neemt dan wel de flateraward van de Consumentenbond in ontvangst, maar de hele branche krijgt een dreun! En dat een dag na het feestje van Contact Center Nederland.
Wim Rampen
Talk with me on Twitter
Barry Dalton – Customer Service Stories
- Left Hand? Meet The Right Hand. February 22, 2012 Barry Dalton
Mike Boysen – Effective CRM
- Products Come and Go – Customers Will Always Have Needs January 31, 2012 Mike Boysen
Arie Goldshlager’s Posterous
- Customer Service by The Norwegian Broadcasting Boys Choir January 30, 2012
CRM Strategies by Brian Vellmure
- Thank you – Please visit my new blog home: http://www.brianvellmure.com January 18, 2012 brianvellmure
PGreenblog
- Glass 4/5 Full: Life, Business and the Narcissism of Small Things January 31, 2012 Paul G.
The Customer Revolution
- Don’t let a millennial determine your strategy February 23, 2012 Laurence Buchanan
Social CRM – The Conversation
- CRM Watchlist 2012 Winners - Consulting/SIs - The Very Final Four February 21, 2012 Paul Greenberg
Graham Hill on Customer Think
- Seven Simple Steps Towards Better Collaboration September 30, 2011 graham_hill
Esteban Kolsky’s Blog
- Lithium Closes Round D of Funding – First Take January 6, 2012 ekolsky
A. Prem Kumar’s Blog
- Rethinking "Social" in 2012 December 18, 2011 ScorpFromHell
Mitch Lieberman’s Blog
- Can you Leave Work at the Office? February 15, 2012 Mitch Lieberman
Mark Tamis’ Blog
- Go With The Customer Flow February 21, 2012 Mark Tamis
Now on Customer Think
- The Encyclopedia of Human-Computer Interaction: Disruptive Innovation February 23, 2012 ExperientalMarketer
December 9, 2011
16