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Expert Insights: Why "Cross Channel" is the Key to Customer Centricity 27 Aug 2013 | 09:00 am
The following is an excerpt from CMIQ's Executive Report on Multi-Channel Customer Management. In addition to analysis of the challenges, shortcomings and best practices associated with multi-ch...
Dear Best Buy: Saying Sorry is Nice, Being Customer-Centric is Better 27 Aug 2013 | 09:00 am
A business that upsets customers should apologize. A business that is truly sorry knows that an apology is only the beginning of making it right. So aggressively trained and conditioned to show remor...
Case Study: How FedEx Created a More Human IVR 26 Aug 2013 | 09:00 am
FedEx knows that time is money for it and its customers, so it’s no surprise that the company saw Natural Language Understanding (NLU) call routing as the ideal way to streamline customer care. What i...
Nokia: Agility in a Multi-Channel, Multi-Device World 22 Aug 2013 | 09:00 am
Tuomas Manninen, Nokia's head of online experience and a speaker at the Customer 360 World Forum, recently spoke about his organization's commitment to multi-channel and multi-device agility. ...
Lessons from the Best: How Discover, Bath & Body Works Achieve Call Center Excellence 22 Aug 2013 | 09:00 am
No matter how many times award winners incorrectly use the word “humbling” to describe the experience, such peer adulation provides an irrefutable ego boost. It sends the irrefutable message that win...
Unhappy Customers are Customers Too; How Zipcar is Getting Off Track 20 Aug 2013 | 09:00 am
If The Beatles, “Breaking Bad” and “The Dark Knight” are not immune to bad reviews, then what brand could possibly consider itself immune to negative feedback? Given that logic, putting stock in AdWee...
Customer Management Lessons from "Seinfeld" - Part Four 15 Aug 2013 | 09:00 am
Comparatively elite from beginning to end, it was not until its fourth season that “Seinfeld” truly established itself as an ubiquitous force with which to be reckoned. Though many critics argue that ...
5 Steps for Coaching Contact Center Agents to Victory 14 Aug 2013 | 09:00 am
Timely and positive coaching is one of the most important tools in the contact center. Notice I said “timely” AND “positive” – this is no either/or scenario. Giving agents immediate feedbac
Call Center Scripting: How to Suffocate Your Organization 13 Aug 2013 | 09:00 am
From time to time, I visit the Consumerist website and find the occasional jewel. A recent article - Some Best Buy Customer Service Reps Not Thrilled with Having t
Why Customer Effort is the Right Approach for Customer Service 8 Aug 2013 | 09:00 am
Though the simplest conception of the performance management debate breaks contact center metrics into two groups—“efficiency” metrics and “satisfaction” metrics—customer service strategy requires a m...
