This is the 2nd article on Goose-chasing in Customer Services. The Goose represents The Goals that we pursue in our lives dedicated to excellent customer service experiences. As Goals are usually defined in metrics and targets that we aim for, that’s what this blog sequence is (mostly) about. If you want to follow the Goose-chase,… [Read more…]
May 28, 2009
Offshoring Customer Services or Contact Center Services has been a trend over the past decade or so, mostly for English, French and Spanish languages. The dutch have been waiting for quite some time, but over the past few years an increasing number of Service providers offer Offshore services for the Dutch market. There are mainly… [Read more…]
May 22, 2009
My article on Productivity resulted in quite some good comments. AHT as a metric is also discussed on other blogs. In this blog I further detail my arguments why I believe AHT is still a powerfull metric to track in Contact Center environments. Focus on AHT can kill the Customer Experience In general CSR’s behave… [Read more…]
May 8, 2009
In this blog I argue that productivity management is as much a tool for quality management as is quality monitoring. If executed in the right way productivity management can contribute as much to decreasing volume as self-service-robots. I even dare to state that productivity management is the cheapest and fastest way to get better results on First Contact Resolution, Customer Satisfaction and Customer Experience. You can start with this today, do not spend lot's of money on (selecting) new systems, but focus on the customer experience that counts: The Call with the Customer.
May 5, 2009
Telfort zet, met name als gevolg van Tros Radar aandacht, o.a.Social Media in om klantenservice (imago) te verbeteren. Een goed initiatief. Ik hoop dat ze niet vergeten ook de technische problemen op te lossen.
May 3, 2009
Customer Experience Management (CEM) is about understanding the experience of a customer that triggers the contact. CEM is about teaching your people that have daily contacts with Customers to seek that understanding. CEM is about using that understanding to make changes to the way the company works and interacts with its customers. With the objective to take away the negative customer experience or, if this is not possible because you cannot influence the experience, pave the way for bringing in a positive one.
April 28, 2009
Om mijn blog omtrent de Customer Experience Award voor Zilveren Kruis compleet te maken, bij deze het jury rapport van de NCCA.
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.
Barry Dalton – Customer Service Stories Mike Boysen – Effective CRM Value Creator by Brian Vellmure PGreenblog The Customer Revolution Social CRM – The Conversation Graham Hill on Customer Think Esteban Kolsky’s Blog A. Prem Kumar’s Blog Mitch Lieberman’s Blog Mark Tamis’ Blog Now on Customer Think
May 31, 2009
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