Bill Price

ZCR (Zero Contact Resolution): Getting it Right the First Time

In my last column decrying “Average Thinking” I touched on the importance of measuring first contact resolution (FCR) across the...

Get Rid of Average Thinking, Make Every Experience Count

Customer service and customer experience love to use averages to explain performance and to plan capacity. How many of these averages do you use?1...

Don’t Ask, Know! What Are Your Customers Not Saying? Not Doing?

Over the past 5 years we have seen an explosion of customer surveys including ones administered to us in IVR...

Who Ordered the King Salmon?

How many times has this happened to you? You settle into a comfortable booth at the hot new restaurant in...

Delivering Great Me2B Customer Experiences With an Energized Workforce

In my last two columns I introduced the “7 Customer Needs that Lead to a Winning 'Me2B'Culture”1 and the “4...

4 Foundations Needed to Deliver Great Me2B Customer Experiences

In my last column 7 Customer Needs that Lead to a Winning “Me2B” Culture I introduced the results of the...

7 Customer Needs that Lead to a Winning “Me2B” Culture

Soon after my co-author David Jaffe and I got our 1st book published (The Best Service is No Service: Liberating Your Customers From Customer...

Contact Center Metrics: AHT is Out, FCR is In (But Not Enough!)

Customer support contact centers exist to fix problems or clear up confusion, while sales or collections centers help produce revenues. For years the key...

Best and worst experiences?

Try this simple "ice breaker" to generate lots of discussion around the room ... "what has been your best customer experience, ever?" and "what's...

The Perfect Time to Reinvest in Process and People

Companies that shirk customer experience during down economies do it at their own peril, providing ample reason for their customers to experiment with other...

Four Big Steps to Trim Contact Center Costs and Improve Customer Experiences

Sure it's tough now, and it's liable to get tougher before the world powers and consumers pull out of the recession. But, it's also...

There’s Something Wrong if Your People Are Hitting Their Marks and Your Customers Are...

Contact centers today talk a whole lot about empowering agents, investing in their skill development and reducing escalating attrition. Unfortunately, most companies are unable...

“Please Enter Your Number. Please Enter Your Number”; Contact Technology Shouldn’t Be This Hard

Here's one of my favorite examples of the customer, technology and contact centers not being in sync. Customers kept calling my client's toll-free number...

“We’ve Made This Customer’s Life Hell”: There Are Fun, Easy Ways to Give Your...

It still amazes me how many customer service operations still do not display complete purchase history and contact history with their customers. Hasn't...

The Best Service Is No Service

After years spent heading contact centers and then consulting with businesses on how to improve customer service, CustomerThink Advisory Council panelist Bill Price has...

“Sorry. I’ll Make Sure We Fix That”

Almost every company in the last two years has told me "our products aren't really very different from our competitors', so we have...

Give Your Customer-Facing Employees the Tools to See the Whole Customer

It's not often that I see true ambassadors handling customer issues, despite plaintive cries from customer-facing employees who keep saying, 'just give me the...

Connect Online for Better Customer Care

Expedia, Amazon, eBay, Hyatt and many other companies have successfully exploited the online channel for sales, but surprisingly few companies have figured out that...

Dumb Things That Companies Do

You would think by now with all of the talk about "customer experience" and 'human factors" that companies (or organizations in general) could get...

The Wonderful World of Wikis Is Changing the Face of CRM

Best known for underpinning Wikipedia, open-source software known as wiki has mushroomed as the core of "Web 2.0," a wonderful world with significant implications...

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