Archive | Contact Center

Analytics help Western Union deliver loyalty-building service experiences

A few years ago my son was traveling abroad and ran out of money. We scrambled to figure out how to transfer funds and discovered that good old Western Union was the best option. There was a fair amount of stress involved on both ends, but Western Union came through for our family, using a […]

Continue Reading 0

Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

Continue Reading 5

ScottishPower Uses a Balanced Scorecard of Metrics to Drive Customer Service Excellence

A few years ago, my family experienced frequent power outages at our home during bad storms. One time, the power to a sump pump cut out when we needed it most. Result: $5,000 of water damage. Needless to say, that day I had some choice words for our electricity provider, Pacific Gas & Electric. Unfortunately, […]

Continue Reading 0

Want to Empower Call Center Agents to Delight Customers? Improve Your A.I.M.

On a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order and disappeared… for just a few minutes too long. I was starting to wonder if my order been forgotten, when the server came back, apologized […]

Continue Reading 0

Virtual Contact Centers: 3 reasons to like LiveOps solution for Alt-Tab Hell

This week LiveOps announced a new agent desktop as part of its cloud-based contact center solution. I’ve been paying a bit more attention to this market space lately, which for the purposes of this post I’ll call Virtual Contact Center (VCC). VCCs (including LiveOps) were actually launched around the same time as NetSuite, RightNow, […]

Continue Reading 0

Powered by WordPress. Designed by Woo Themes