By: Layne Holley Do customers and agents leave the call center and the organization for the same reason? Well, at least for some of the same reasons. Here's a lesson from a Goldman Sachs employee. If customers and call center agents are jumping ship at your organization, there may be a common reason: They think … Continuar leyendo Goldman Sachs: Customer and Agent Loyalty
Categoría: Insights
The Top 5 Contact Center Takeaways from SXSW 2012 Relating to the Customer Experience
Sociallift The interactive portion of SXSW 2012 attracted a growing audience of more than 20K+ community-driven tech lovers from multiple industries including: social media, mobile, IT development, graphic design, marketing, PR, and yes customer service! During the conference, there was a Customer Experience Meet Up which had well-over 60+ individuals participating. This diverse group of … Continuar leyendo The Top 5 Contact Center Takeaways from SXSW 2012 Relating to the Customer Experience
Customer Experience in Emerging Markets: Addressing Localness, Innovation and Convenience
Zhecho Dobrev With limited scope for organic growth in the US and Europe, many companies and investors turned their eyes towards the Emerging Markets. Focus now starts to shift to the CIVET group of countries (Colombia, Indonesia, Vietnam, Egypt, Turkey and South Africa). They are also all fast-growing, relatively diverse economies, which means, unlike the … Continuar leyendo Customer Experience in Emerging Markets: Addressing Localness, Innovation and Convenience
Customer Service and Support Trends 2012
By Impact Blog¡ Leading companies will monitor their customers, not just their agents. Small & medium sized businesses will crowd-source customer service and support. Successful companies will focus on providing proactive support. Service will be geared to customer personality types. Investing in front-line supervisors will be the mark of success. Customer service agents will do … Continuar leyendo Customer Service and Support Trends 2012
The call center 10 trends for 2012
Trend 1: Contact centre at the heart of your social networking strategy The time for ‘dipping your toe’ in social media has now passed: instead companies should be monitoring relevant social media channels, leveraging them as powerful self-service knowledge bases, and moving towards being able to engage their social networking customers in real time. Trend … Continuar leyendo The call center 10 trends for 2012