Monthly Archives: February 2011

New Whitepaper: “Seven Steps to Integrate Social Media into the Customer Contact Center”

February 28, 2011 – 1:00 pm

VIPdesk has released a new whitepaper, “Seven Steps to Integrate Social Media into the Customer Contact Center”. This whitepaper addresses the benefits of incorporating social media into the contact center, provides practical insights into the best ways to integrate social media with other pre-existing customer service tools such as phone, e-mail and online chat, and […]

By Linda Dickerhoof Sperling | Posted in Contact Center Best Practices, News, Social Media | Tagged , , , , , , , , , , | Comments (1)

Delta Sends Its 11,000 Agents to Charm School

February 24, 2011 – 8:36 am

Delta is sending all of its customer facing representatives to charm school – a two billion dollar initiative – to help bring service with a smile back to a local airport near you. I was very intrigued when I saw this article on WSJ.com, as to me – customer service is simply not what it […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Experience, Customer Relationship Management, Customer Retention | Tagged , , , , , , , , , , , , , | Comments (1)

Bridging the Global Customer Service Gap

February 22, 2011 – 8:32 am

Many of us joke about living in a small world and these days, it is fairly easy to cross paths with people from all parts of the country and all parts of the globe.  We even have the ability to connect with the most remote and formerly unreachable locations without ever leaving the comfort of […]

By Teresa Sinel | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Virtual Workforce | Tagged , , , , , , , , , , | Comments (0)

Upcoming Webinar: The Impact of the Customer Contact Center on Overall Brand Experience

February 18, 2011 – 8:41 am

No matter what industry you are in, every interaction that your customers have with your brand is a branding experience.  And every branding experience is a citical marketing event with the power to win or lose customer loyalty.  As such, an effective brand strategy must extend through the most personal point of contact—the customer contact […]

By Linda Dickerhoof Sperling | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, VIPdesk, Webinar | Tagged , , , , , , , , , , , , | Comments (0)

Customer Satisfaction and Customer Experiences: 2 Very Different Things

February 17, 2011 – 7:09 am

Here at VIPdesk, we always try create memorable brand experiences – to not only satisfy our customers, but our customers’ customers. Customer Think recently posted an interesting article, written by Linda Ireland which poses an interesting take on the difference between customer satisfaction and customer experience. According to Wikipedia, customer experience is the sum of […]

By Erika Blanchard | Posted in Customer Experience | Tagged , , , , , , | Comments (0)
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