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Bettering the Customer Experience . . .
Are You Putting Your Rock Star Customers to Work?
Are you ready to grow your company? If so, the business world is full of specialists who are all too eager to help. Brilliant ad agencies and clever marketing communications experts. Highly trained salespeople. Talented product developers. Even PhD analytics eggheads. And while these professionals certainly have valuable services to offer, they all fall short in a critical way: None of them come from the buyer’s world. No one can truly understand your customers or genuinely share their interests unless she is a customer herself. Everyone else is a layer removed, which makes it exceedingly hard for them to relate to actual buyers and respond to their needs. . . . read more >>
The Case for Single Channel Excellence
During a discussion at the Customer Service Experience sub-conference, the panel was discussing the future of Customer Service in a complex multi-channel and cross-channel world. There are two trends in customer service today that are changing the way we work: the rise of social channels and push for multi-channel and cross-channel contact centers. Esteban Kolsky makes the case for single channel excellence. . . . read more >>
The Case for Multi Channel Excellence in Customer Service
Wim Rampen disagrees with Esteban Kolsky (see previous paragraph). There are a couple of reasons why: Many succeed in providing multi-channel service recovery There are numerous examples of companies that work multi- or cross-channel that are doing an excellent job. Zappos is a well known example, but there are many others. . . . read more >>
Noble Harmony v3 Delivers the Mobile Contact Center Management
Noble Systems released Noble Harmony v.3 adding to its web-based supervisor interface for remote and mobile contact center management. Noble Harmony v.3 features enhanced security settings, streamlined control center functionality, and improved list scheduling tools. Just like previous versions, Noble Harmony provides remote and mobile access to management tools from any web-enabled device, allowing managers to easily stay on top of contact center activities, wherever they may be located. Managers can create list assignments, set pacing parameters, monitor agent activity, define alerts to be triggered on specific activities, quickly find and analyze individual campaigns and agents, and audit changes. . . . read more >>