January 19th, 2010
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 19 | No Comments »
September 26th, 2009
The first rule of stellar service delivery is: Service is all about expectations.. Read the rest of this entry »
Tags: Bell Curve, Benjamin Schneider, Customer Delight, Customer Expectations, Customer Loyalty, Customer Value, David E Bowen, First Time Every Time, Gas Station, Impress, Median, Outrage, Perceptions, Prof David, Quality Of Service, Quality Product, Ray Miller, Self Service, Service Delivery, Service Expectations, Stellar Service
Posted in Edition 13 | No Comments »
September 26th, 2009
The first rule of stellar service delivery is: Service is all about expectations..
Read the rest of this entry »
Tags: Customer Expectations, Customer Loyalty, Customer Relationship, Customer Value, First Time Every Time, Gas Station, Impress, Last Time, Perceptions, Quality Product, Ray Miller, Self Service, Service Delivery, Service Expectations, Service Gas, Stellar Service
Posted in Edition 12 | No Comments »
September 26th, 2009
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Cross Selling, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 06 | No Comments »
September 26th, 2009
In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. But unfortunately most of the time these important employees have become controlled by handling and hold times, rather than building the important relationship between customer and company. Read the rest of this entry »
Tags: Act, Business Strategies, Contact Center, Cross Selling, Customer Advocates, Customer Base, Exact Moment, Experiences, Goals, Loyalty, Poor Customer Service, Prerequisites, Relationship, Satisfaction, Self Service, Surveys
Posted in Edition 05 | No Comments »
September 25th, 2009
Bright produce the leading benchmarking survey for customer contact centres in the Nordic countries.
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Tags: Agent Productivity, Audits, Banking Sector, Benchmarking Survey, Building Customer Loyalty, Call Centres, Correlations, Customer Contact Centres, Fcr, First Contact, Inbound Calls, Internal Quality, Kpi, Nordic Countries, Operational Costs, Quality Metrics, Ready Time, Root Cause, Self Service, Templates
Posted in Edition 02 | No Comments »
September 25th, 2009
The service, that your customers experience is a key component in your ability to secure customer loyalty. Read the rest of this entry »
Tags: Competitiveness, Consumers, Customer Experience, Customer Loyalty, Customer Satisfaction, Customers Satisfaction, Dissatisfaction, Insight, Lasting Impressions, Mass Communication, Money, Notion, Parameters, Personal Contact, Possibilities, Purchase Decision, Self Service, Spite, Strategic Success Factors, Telephone Service
Posted in Edition 01 | No Comments »
