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December 2007 Volume 15, Number 10 2008 Connections Magazine Buyers Guide
From the Publisher:
Customer Service in the Web 2.0 World By Chuck Ganapathi In our ever-changing world, Web 2.0 is training consumers to expect instant access and immediate gratification online. This "right now" expectation is also being applied to customer service interactions. With social networks and online peers, any failure or shortcoming can be quickly disseminated around the world, making timely customer service all the more critical.
Beware the Fallout of Bad Customer Service By Norma Duenas A recent Harris Interactive study revealed some sobering truths about consumers' customer service experiences. Among other things, the study demonstrated that an organization's customer service level is a defining factor that can make or break a company. |
Are Workforce Management Simulators Enough? By René LeBel A call center workforce management simulator mimics call traffic and attempts to match agent work schedules with the projected demand, using agent skill level and availability. The user then selects the recommended scenario that appears most appropriate. Unfortunately, this may lead to inaccuracies that must be understood and overcome.
Are You Turning Raving Fans into Roving Fans? By Diane Bernebaum Many companies are too wrapped up in the technological aspects of running their company and neglect the human element. This can lead to missed opportunities, causing raving customers to rove. A personal experience of the author with a cookie company shows how easily this can happen. |
Mind Your Business: Q & A with Steve Michaels
Whitepapers: Improving Customer Satisfaction with Blended Experiences, by Vijai Shankar, Genesys The Great Call Center Debate: India vs. the Philippines, by Chris Repholz, Zenta From MyArticleArchive:
The Secret to Overcoming the Price Objection Be on Your Best Holiday Behavior Seven Service Behaviors to Boost Your Bottom Line Death by Assumption: Why Great Planning Strategies Fail Communicating Change Management: Change Is The Same As It Always Was News · Classifieds · Vendor list · Home
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