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Tag Archives: CCTR

Finding Moments of Greatness in a Virtual World

September 27, 2011 – 1:50 pm

If you’ve been in the business of serving customers for more than a few years, you are fairly well versed in the ups and downs as well as the ins and outs of our industry. Through thick or thin, we are driven by the value of what we do and hold strong to our mission, [...]

By Teresa Sinel | Posted in Brand Experience Management, Contact Center Best Practices, Management, VIPdesk, Virtual Workforce, Webinar | Also tagged Contact Center, Contact Center Best Practices, Customer Service, Customer Service Training, Management, Telecommute, Telework, Virtual Contact Center, Virtual Training, virtual workforce | Comments (0)

Best Practices Guidebook: Word of Mouth (WOM) in the Customer Contact Center

July 7, 2011 – 12:01 pm

The Best Practices Guidebook: WOM in the Customer Contact Center was developed by the Customer Service Subcommittee of WOMMA’s Research and Measurement Council. The Guidebook was developed in response to an industry demand for a detailed look into examples of integrating word of mouth (WOM) principles and social media into the discipline of customer service. [...]

By Erika Blanchard | Posted in Contact Center Best Practices, Social Media, VIPdesk | Also tagged Contact Center, Contact Center Best Practices, Customer Contact Center, Customer Service, Customer Service Strategy, custserv #custserv, Guidebook, News, Social Media, VIPdesk, WOM, WOMMA, WOMMA Best Practice Guidebook, WOMMA Guidebook, Word of Mouth, Word of Mouth Marketing Association | Comments (0)

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 Call Center, Call Center Best Practices, Contact Center, Contact Center Best Practices, Leadership, Leading a Team, Management, Management Tips, Managing, Training, VIPdesk | 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 2011 Loyalty Expo, AT&T, Call Center, Contact Center, Customer Experience, Customer Service, Deck, Event, Integrating Social Media, Loyalty 360, Loyalty Expo, Presentation, Slides, Social Customer Care, Social Customer Service, Social Media, VIPdesk, Whitepaper | 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 Call Center, Contact Center, Customer Experience, Customer Experience Management, Customer Loyalty, Customer Satisfaction, Employee Engagement, Leadership, Management | Comments (1)

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