InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
Service Untitled
JUNE 18, 2012
It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument. TSA Administrator John Pistole stated in a recent interview on CNN that less intrusive rules have been implemented lately. For instance, passengers over the age of 75 are no longer required to shed their coats or take off their shoes while going through security.
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Very Best Service
JUNE 20, 2012
'Should you want it or not, your company customer service performance is very likely to be a key determinant of its future success. Customer service as a rainmaker ? Its impact can not be underestimated but should conditions deteriorate and bring a little rain, make sure that all your customer service efforts bring a little ray of sunshine to spectacular effect.
Customer Interactions
JUNE 20, 2012
'Airport environments are anything but simple – and that makes securing them evermore complex. Toward this end, airports collectively spend billions on aviation security annually. While this technology has automated and greatly improved many functions, it has also created some challenges – precisely the types of challenges that PSIM was created to address.
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InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
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Brad Cleveland Blog
JUNE 22, 2012
Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders.
Brad Cleveland Blog
JUNE 21, 2012
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfa
Brad Cleveland Blog
JUNE 21, 2012
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfa
Brad Cleveland Blog
JUNE 19, 2012
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes). Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Brad Cleveland Blog
JUNE 19, 2012
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes). Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).
Brad Cleveland Blog
JUNE 18, 2012
Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?
Brad Cleveland Blog
JUNE 18, 2012
Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn't) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?
Brad Cleveland Blog
JUNE 17, 2012
Social communities and mobile apps will not replace call centers. But they will change them dramatically. Social communities and mobile apps will not replace call centers. But they will change them dramatically.
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Brad Cleveland Blog
JUNE 17, 2012
Social communities and mobile apps will not replace call centers. But they will change them dramatically. Social communities and mobile apps will not replace call centers. But they will change them dramatically.
Brad Cleveland Blog
JUNE 16, 2012
How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/ How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue.
Brad Cleveland Blog
JUNE 16, 2012
How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/ How do organizations get started in delivering services through social channels? It's a pretty simple formula: Listen, learn and dialogue.
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