Tag Archives: Call Center

Managing from Within: The Power and Passion Behind Good Management

April 26, 2011 – 10:40 am

A manager’s most difficult job is to manage, inspire, and encourage their teams to be better tomorrow than they are today, and that’s a tall order no matter how you slice it.  Managers deal with different personalities, trying to keep their teams happy and performing their best, while at the same time being tasked with [...]

By Teresa Sinel | Posted in Contact Center Best Practices, Management | Also tagged , , , , , , , , , , | Comments (1)

Greetings from the 2011 Loyalty Expo!

March 22, 2011 – 10:34 am

We are thrilled to not only be attending this year’s Loyalty Expo at the beautiful Hyatt Regency Grand Cypress in Sunny Orlando, Florida, but we’re also excited to be exhibiting and presenting with Molly DeMaagd, Director of Social Media from AT&T. For those of you that are attending our presentation on Integrating Social Media into [...]

By Erika Blanchard | Posted in Customer Experience, Events, Social Media | Also tagged , , , , , , , , , , , , , , , , , | Comments (0)

The Cost of Customer Loyalty Depends Upon Employee Engagement

March 17, 2011 – 12:31 pm

I recently read an article by Eva Jenkins who pointed out some very interesting statistics on customer loyalty and employee engagement. According to a recent survey by Aberdeen Research, 80% of company executives and business owners surveyed believed that their company was providing a ‘superior experience’ to their customers. When customers of those firms were surveyed [...]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention | Also tagged , , , , , , , , | Comments (1)

J.D. Power and Associates releases ‘Achieving Excellence in Customer Satisfaction’ Report and Names 40 Customer Service Champions for 2011

March 3, 2011 – 9:15 am

If you follow this blog regularly or follow us on Twitter, you know that we talk a lot about customer service – and how important it is for companies to deliver excellent customer service. J.D. Power and Associates recently released a report ‘Achieving Excellence in Customer Satisfaction’ which contains a unique cross-industry analysis based on [...]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Customer Spotlight, Retail, Voice of the Customer | Also tagged , , , , , , , , , , , , , , , , | Comments (0)

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 | Also tagged , , , , , , , , , | Comments (1)
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