Browsing All posts tagged under »Contact Center«

Customer Service in 2012 and Beyond Technology..

December 9, 2011

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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!

E-mail from a Contact Center Manager

November 5, 2011

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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

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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...

Metrics – to fool or be fooled – that’s the question!

August 12, 2009

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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…]

Don’t just rule the IVR out of the Customer Experience yet

August 10, 2009

2

Intelligent or Interactive Voice Response systems are often criticized. Just a few days ago, Shaun Smith, a respected Customer Experience Consultant and blogger on Customer Think, argued that IVR’s almost never build empathy and therefore do not contribute to a positive Customer Service Experience. You can read the post here. Smith makes some very valid… [Read more…]

Reconnect the Customer and the Employee with the company

July 9, 2009

4

- This article was first published at www.CustomerManagementIQ.com. You can find the article there, here - Call centers have been named the drains of the organization. Unfortunately this is a true statement. Anything that goes wrong, within an organization’s attempt to sell and deliver products and services, will return in Customer Services. Also the people… [Read more…]

Which Goose should you chase? – Invitation to co-create next generation customer service dashboard 2.0 –

June 28, 2009

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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…]

How to (not) end up chasing more Geeze

June 11, 2009

3

The Goose represents the Goals that we pursue in our lives dedicated to excellent customer service experiences. I’ve written about chasing the Same Goose and chasing the Wrong Goose. If you want to follow the Goose Chase please hit the rss-feed button on the top right corner of my blog. How to (not) end up… [Read more…]

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Wim Rampen

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