Tag Archives: Contact Center Best Practices

Rounding for Business

October 18, 2011 – 1:00 pm

Rounding…Proactively, engaging, listening to, communicating with, building relationships with and supporting your most important asset (your employees). ~ Studer Group The phrase “making the rounds,” also known as “rounding,” clearly has medical roots. It brings to mind individuals in white coats walking through hospital corridors at regular intervals to check on those under their care.  [...]

By Teresa Sinel | Posted in Brand Experience Management, Contact Center Best Practices, Management | Also tagged , | Comments (0)

Article of Interest: Top 5 ROI Benefits of Customer Experience Management

September 29, 2011 – 9:56 am

OK, so there’s no set formula for calculating ROI on Customer Experience Management (CEM) and we all know that it’s not really possible to quantify quality. What we need to realize, however, is that improving customer experience is its own reward−Not to mention Customer Experience Management (CEM) programs offer committed users the added bonus of [...]

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

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 , , , , , , , , , | 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 , , , , , , , , , , , , , , , | Comments (0)

These Are a Few of My Favorite (Customer Service) Things

June 28, 2011 – 10:34 am

I’ve spent a good chunk of my career monitoring customer and agent interactions and I could probably write a book about the spicier things I’ve heard when listening to live and recorded calls.  Some have made me laugh, some have made me cringe, and some have almost made my hair stand on end.  You may [...]

By Teresa Sinel | Posted in Contact Center Best Practices, Customer Experience, Customer Retention | Also tagged , , , , , , , | Comments (21)
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