Tag Archives: Contact Center

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 (1)

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)

Uncomplicating the Customer Experience

June 7, 2011 – 9:15 am

We live in a complicated world with complicated people, things, and technologies, and sometimes that also serves to complicate the service we receive.  While I am a big fan of checking out a company’s website to help me answer a question, every now and then I just want to talk to a human.  Therein lies […]

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

Customer Intelligence…The Ultimate Advantage

May 19, 2011 – 8:39 am

Most contact centers are not staffed with people who can sell, or who enjoy selling; and in many cases, asking the average contact center agent to sell can be counterproductive. According to a recent Accenture survey, 74 percent of customers find it frustrating to have a service agent attempt to sell them something. The reason […]

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