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6/13/07 - Finding People That Care
If you have been reading this column for the last week or so, you have heard some great thoughts from readers on the importance of a good work ethic and a caring heart when it comes to a positive customer experience. The context for much of the discussion was reader input on advice to give teenagers for their summer jobs. I just had to share this story with you:
"Being a captivated audience for their entire lives, my children live, eat and breath stories about customer experiences, the good, bad and ugly. What they really didn't appreciate was how much they would benefit from this. Both of my children were recently hired for summer time help, over other candidates, because of the sincerity and examples they provided when the interviewer asked them about dealing with irate customers, unhappy customers, coming up with solutions that would satisfy the customers. Keep in mind, my children are 16 and 18. At the end of each interview, the manager asked "where did you get such a great back ground in customer service?" I think my kids kept from rolling their eyes and saying 'if you ONLY knew'.
There are two sides to this story. If you are the job applicant, a good work ethic and caring heart is an effective way to trump others with more experience. If you are the employer, screening applicants for their customer management skills and attitude can pay dividends each and every day they show up to work.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Salestream Software announced the release of PoliteMail 2.0, a software add-in for Microsoft Outlook that adds broadcast and 1to1 marketing capabilities with response tracking to Outlook.
support.com announced the top consumer computer problems which cause consumers to call for support, as reported by the support.com Call Center located in Syracuse, N.Y. The top five problems account for 85% of calls into support.com's remote tech support service. At the top of the list is "system performance" which accounted for nearly one-third, or 32% of calls. Common system performance issues include too many start-up programs, key settings not being optimized and fragmented hard drives.
Salestream Software announced the release of PoliteMail 2.0, a software add-in for Microsoft Outlook that adds broadcast and 1to1 marketing capabilities with response tracking to Outlook. PoliteMail 2.0, a software product to add email marketing capabilities to Microsoft Outlook, enables users across various industries to manage lists and track responses without leaving the world's most popular email application.
Antenna Software has announced that Heineken Ireland has deployed a mobile merchandising application to its retail off-trade partners - believed to be one of the first in the country. The Antenna AMPower mobile merchandising application is deployed on RIM BlackBerry smartphones across the O2 network and leverages Heineken's Siebel CRM system.
Intervoice announced Media Exchange with HomeZone, a release of its unified communications platform for service providers. Intervoice enhanced the platform to include technology to enable multimodal applications as part of the HomeZone personal interaction framework.
Parature announced that Dyscern, an eBay Titanium PowerSeller, has selected Parature Customer Support Software to manage their customer support needs. Located in Sterling, Virginia, Dyscern focuses on recovering customer returns, distressed and overstock merchandise for resale on the Internet, primarily focusing on handheld computers, PDA phones, digital cameras, and MP3 players.
Unica announced a new version of its web analytics solution that is tailored to meet the needs of e-marketers. Affinium NetInsight 7.2, introduced this week at eTail UK 2007, delivers advanced segmentation capabilities that allow online retailers to perform in-depth analysis of customer behavior and more easily visualize and analyze key performance indicators.
AmberPoint announced the next release of its runtime governance solutions for service oriented architecture (SOA) systems. The version 6 releases of AmberPoint SOA Management System and AmberPoint SOA Validation System deliver vital new capabilities for understanding and controlling heterogeneous applications.
Citel announced that its Portico Telephone VoIP Adapter (TVA) is compliant with key IP telephony solutions from Avaya.
Tekelec announced the availability of SIP (Session Initiation Protocol) Signaling Router (SSR) functionality on its TekCore Session Manager product.
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| CRMAdvocate Stock Index |
| CRMSI | 66.37 |  | 0.32% |
| Dow Jones | 13,295.01 |  | -0.98% |
| Nasdaq | 2,549.77 | | -0.88% |
| S&P 500 | 1,493.00 | | -1.08% |
| Top Gainers |
| LivePerson | 22.29 | | 15.69 |
| ICT Group | 18.75 | | 0.26 |
| Sykes | 18.52 | | 0.11 |
| Top Losers |
| SPSS | 41.13 | | -1.98 |
| salesforce.com | 45.35 | | -1.28 |
| SAP | 48.12 | | -0.92 |
| Complete Stock Index |
| As of close 06/12/07 | |
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October 22nd-24th, 2007: The 9th Annual Help Desk Professionals Conference and Expo - The ONLY Conference designed exclusively for the Leaders of Contact Centers and Service Desk Professionals worldwide and one of the highest rated Help Desk conferences in the world. Now in its 9th year the event promises to exceed all expectations.
|  | | August 21-23, 2007: Customer Self Service - The in-depth conference program will clearly demonstrate how to get your self service initiatives on track and provide strategic advice for evaluating and expanding your efforts to result in the most powerful corporate impact for your company's stakeholders, both internal and external. We'll share best practices and lessons learned for getting your customers to embrace and effectively utilize self service.
| | | Sept. 10-12, 2007: ACCE 2007 - After three successful years in Seattle, ICMI is moving the Annual Call Center Exhibition down the coast to sunny San Diego, California. Last year, more than 1700 contact center professionals - representing 28 countries and all 50 states - registered for ACCE and enjoyed what has become the true global gathering place of the call center industry.
#N/A
| | | October 22-24,2007: The 9th Annual Help Desk Professionals Conference and Exp - Are you gaining access to qualified competent speakers delivering fresh content year after year? Are you being taught how to make immediate improvements in your work efforts and to benefit from fresh information? Are you being presented great content without being sold products or services? The 9th Annual Help Desk Professionals Conference and Expo does all this while bringing together the brightest experts and the most forward-thinking Help Desk leaders to discuss the trends and opportunities that are redefining the future of the Help Desk industry.
| | November 5-7, 2007: Customer Contact - This conference is designed to meet the multi-disciplinary needs of customer care and service delivery professionals. The program will consist of 3 themed tracks for you to choose from, pre-conference workshops to provide you with more focused learning opportunities...
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