| Contact Center/CRM Views and Analysis

May 2011

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The New Customer Self-Service: Ourselves

May 19, 2011

Leave aside well-trained live agents, subject matter experts reachable via presence and knowledgebase-connected automated IVR/speech rec and web self-service.

One of the best (and the most affordable) answers to customer service issues--from basic product information to fixing problems—may come from each one of us, which can be termed as peer service or peer support. That is provided that this method is set up and managed right.

Peer service/support is exploding in popularity thanks to social media which has taken it from the rarefied confines of IT bulletin boards, whose establishment predates the Web and whose participants were likeminded geeks to the hoi polloi in the virtual universe.

"Managing" The Anonymous Customer

May 16, 2011

It has long been a given in more recent customer attraction and retention strategies that knowing your customers is key to connecting and staying connected with them to obtain maximum lifetime value including, with the advent of social media, the value of those they can influence.

The ability to accurately identify customers and to determine their incomes, demographics, purchasing patterns, likes and dislikes enables more personalized, targeted and successful offers and service that hopefully leads to repeat business, recommendations and referrals.

Customers in turn expect that when companies contact them or when they reach out to firms that they know them well enough to meet and anticipate their needs.

Or do they?

Do-Not-Track Online Act Will Make The Web Less Creepy By Shooing Away "Nasty Sister"

May 10, 2011

Going online and going mobile has become a creepy experience with companies tracking your movements: virtually and in-person. There is something disturbing about for example web ads for companies that one does business with (or the case of biz journalists, one covers) when they appear on general newspaper sites. Including when one is mobile and is at home. Equally disturbing are ads from one’s own country displaying on a site belonging to a firm in another.

9-11-01 to 5-01-11: Honoring Contact Centers Who Were, And Are, On The Line

May 2, 2011

I have not yet found the words to fully and adequately describe my reaction when I heard and saw the news late Sunday night, 05-01-11, that Osama bin Laden had been killed by U.S. forces.

The closest is a heartfelt thanks to the brave men and women both uniformed and civilian who have been relentless in pursing the perps and bringing them to justice at the risk to their lives. And to the families who support them.

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