Voices of CRM:

June, 2011

June 24, 2011  6:36 PM

Are your call center agents having relationship problems?

Rosemary Cafasso Profile: Rosecafasso

The old adage about the customer always being right is baloney, according to John Goodman, a call center industry consultant. Sometimes they are dead wrong. But you still have to take care of them. Goodman claims that The Clorox Co., makers of Clorox Bleach, get customer inquiries about why the...

June 15, 2011  12:56 PM

Customer experience management with Tina Turner

Rosemary Cafasso Profile: Rosecafasso

What is happening in this world when you sit down for the opening speech at a call center conference and the speaker asks, “What’s love got to do with it?” I think Tina Turner would have cringed. I know I did. But, it ended up making sense. Joseph Michelli, motivational speaker,...

June 12, 2011  1:19 PM

Contact center answers in the Big Easy

Rosemary Cafasso Profile: Rosecafasso

Contact center managers headed to New Orleans for the ACCE conference this week might be a little befuddled by the Voice of the Customer theme. That's not exactly new. Haven't contact centers been pretty much doing nothing but hearing the customer's voice for years? "Smart phones, social media...

June 7, 2011  5:11 PM

Group aims to sharpen focus on customer experience management

Rosemary Cafasso Profile: Rosecafasso

The term customer experience management has come to mean so many different things that it almost has no meaning at all.

But one group wants to change that.

The Customer...

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