Win the Customer

JULY 14, 2011

An expert, is an individual who has made all of the mistakes that can be made and has learned from them. It’s a fact of life that most people fail when attempting to do something for the first time. In business, you will often find your team members not doing things correctly at first. The process of making mistakes is natural, your team will make mistakes and if you are to be an effective manager and great leader, you will let them make those mistakes.

Training 52

Training Management 52

Service Untitled

JULY 15, 2011

It used to be the only way to make a profound impact with a consumer complaint when no one would listen, was to send a registered letter to the company headquarters. Before the days of Google however, it wasn’t easy to figure out the name of the right level of executive. Now the average customer can get immediate gratification; no phone calls to the organization to find out the CEO’s name and no waiting weeks for a response as the letter snakes itself around various departments looki

Social Media 57

Social Media How To Customer Service Representative Video 57

Brad Cleveland Blog

JULY 15, 2011

Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others.

Marketing 20

Marketing Management Contact Center Call Center 20

Customer Interactions

JULY 13, 2011

'Recently, NICE’s Dan Robinson and Diamond Chaflawee caught up with Glenn Bischoff, Editor in Chief of Urgent Communications, to share some news about two product announcements NICE was making at the national NENA conference. NICE introduced NICE Situator for public safety and also announced a fourth generation version of NICE Inform. You can read Glenn’s article here.

Telecommunications 28

Telecommunications Conference Video System 28

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Customers

Service Untitled

JULY 12, 2011

Self service popularity has taken a major role in airports kiosks, movie theaters, and even libraries, but in supermarket technology interest seems to ebb and flow – depending on the customer. There are always going to be some customers who want the traditional checkout person while other consumers prefer to do it themselves. Albertsons, a Boise, Idaho based supermarket chain is removing their self checkout lanes; the biggest complaint – slow lanes because someone is having trouble w

Customer Experience 42

Customer Experience Self Service Customers Technology 42