What is Social Media Customer Service?
Social Media Customer Service (or Social Media Customer Care) is not customer service that supports how to use Social Media or answers what is Social Media. Social Media Customer Service is about...
View ArticleWhat stands in YOUR way from becoming customer centric?
Top companies are those that revolve their business models around their customers. Those that not only consider their customers in the design and marketing of their products, but involve them...
View ArticlePost-call surveys are pointless if your agents synthesize the results.
Little kids get in trouble all the time, and when they’re ready to come clean they’ll often make parents promise not to get mad before they spill beans. Wanting to ensure mom and dad’s response is not...
View Article2012 Year in Review: Top 10 Post-call IVR Survey Mistakes
It’s that time of year again when we all begin to reflect on the past year and make resolutions about the things we want to change in the coming year. I hope you are as excited as I am about all the...
View ArticleProfiting from Customer Experience Process Improvements.
We all strive to improve customer experience in our organizations but one thing is for certain, change is hard. Positive customer experience process improvement is achieved through a variety of ways:...
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