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Customer Expectations


Bad IVR's

Thursday January 20th 2011 11am Rated 3 2 Comments Technology IVR Customer Expectations Customer Service Management
The 1976 film, "Network" gave us the phrase "I’m as mad as hell, and I’m not going to take this anymore." Well that's how I feel about the folks that have given us IVR systems with more options than a human has fingers! What rational human being could possibly authorize the release of an IVR with ten options?
Community

A Few Points on Why We Celebrate Customer Service Week

Monday October 4th 2010 10am Rated 2 2 Comments Customer Customer Expectations Customer Service
As a leader, make sure you get involved in celebrating CS Week with your team! It is important to celebrate the people that are on the front lines ensuring our success!


How do you Measure Customer Experience?

Tuesday August 2nd 2011 10am Rated 1 1 Comment Measurement Customer Expectations
A friend of mine emailed me last week with one question: “Mary, how do you measure customer experience?” My friend is a Six Sigma, black belt, call center executive. Therefore, I naturally approached this question as not only a challenge, but also an opportunity to provide him with an answer he could actually use. So... where does one start when wanting to measure customer experience?
Community

From the Customer's Perspective

Wednesday October 27th 2010 2pm Rated 1 1 Comment Call Handling Customer Expectations Customer Service
Why is it so difficult to get a human on the phone?
Community


A Telling Story About Building and Maintaining a Positive Customer Culture

Wednesday January 18th 2012 2pm Rated 2 0 Comments Customer Expectations Customer Service Employee
Maintaining your brand's reputation is hard work and it never really ends...
Community

Moments of Truth: Drive Organizational Value through Every Interaction

Wednesday August 25th 2010 11am Rated 2 0 Comments Experience Customer Expectations Organizational Value Accessibility Agent Customer Customer Service Management Manager Contact
Are your processes distracting frontline agents from providing world-class service?
Community

Solving the Top Five Pet Peeves of IVR Callers

Monday April 16th 2012 11am Rated 1 0 Comments Customer Expectations IVR
With 20 years of face-to-face interactions with thousands of real callers to real automated phone systems, in our IVR Usability Tests and IVR Focus Groups, we have empirical proof that this statement is true. Callers act with impeccable logic – even when that flies in the face of expensive technology that was supposed to provide for “better and faster” service for your callers and operationally efficient, self-service optimized call paths to help your call center’s bottom line.

Moment of Truth

Wednesday February 16th 2011 1pm Rated 1 0 Comments Customer Expectations Case Study Communication Customer Service Leadership
As customers, one of our most basic expectations from a company we are doing business with is information. Complete, honest, and frequent information is a basic to building trust between company and customer.
Community

Just a Thought on Interactive Voice Response and the Customer…

Thursday October 28th 2010 10am Rated 1 0 Comments Customer Expectations Cost Measures Technology IVR
IVR can be a very effective way to improve your customer’s experience or a very effective way of frustrating your customer to consider alternatives...
Community

Queue Talk - Delivering Exceptional Customer Experiences from the Customer Perspective

Wednesday September 29th 2010 7am Rated 1 0 Comments Customer Customer Advocate Customer Expectations Customer Loyalty Customer Service
In this Queue Talk Rich Hand talks with Pete McGarahan, Service Guru of McGarahan & Associates.
Community

Queue Talk - Analysis: Aspect Contact Center Satisfaction Index

Wednesday September 22nd 2010 1pm Rated 1 0 Comments Customer Service Data Customer Loyalty Customer Expectations Customer
Listen in on Rich Hand and Bob Last discussing a report they "stumbled" upon. Although the report is a few years old the overall grade for Contact Centers was C-! See if the 5 key findings in this report align with your contact center goals and strategy in 2010...
Community






Help Improve the Customer Experience

Tuesday October 18th 2011 10am Rated 0 0 Comments Community News Customer Expectations Conference
Get involved early! Join us in Orlando April 24th - 26th 2012 by submitting a speaking proposal, becoming a sponsor, and signing up for valuable content...
Community

Essential Readings in Six Sigma

Sunday October 3rd 2010 10pm Rated 0 0 Comments Customer Expectations Customer Service Forecasting Implementation Measurement Metrics Models Quality Process Tools
Six Sigma is a proven quality program that is increasingly being used in the service sector. This list of books on Six Sigma can be used as a starting point to understanding this exciting methodology.
Community
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