Bill Price

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...

Get Out There!

Practically every company claims that "customers are our most important focus" but practice shows that this isn't always borne out. How much time do...

Premier Support Programs: All Customers Aren’t Equal

Almost every marketing text since Theodore (Ted) Levitt and Philip Kotler came onto the scene have emphasized that customer segmentation is key to attract...

Being “Fast + Simple” for Our Customers: Eliminate the “Dumb Things”

For years, companies have been creating more and more innovative products and services for a demanding customer base, but they've made it harder and...

Taking Customer Contact Offshore: Know What and When to Export

Today's contact center operators face a dizzying array of site location options, the most confusing (and challenging) being going offshore from their home country—away...

Move Agents Into Their Homes for a Double-Win

A company I'll simply call "Star" found that its best customer service agents walked out the door in an 18- to 24-month period, and...

Skip Ahead a Year To See How 2006 Turned Tumult Into Customer Satisfaction

It's 2007, and it's hard to believe all the changes in contact centers this past year. In 2005, the industry faced some heavy challenges,...

For a Driving-Force Metric, Consider CPX

In the beginning, there were ... lots and lots of easy-to-obtain operational metrics such as "average speed of answer" (ASA) and "average handle time"...

Select Service Providers With Listening in Mind

Selecting a service provider should be more like a business merger or acquisition or even someone seeking a lifelong soul mate, instead of the...

Improving the Supply Chain: Focus on the Best Agents

Here are two typical conversations I've had when consulting with contact centers. Exchange No. 1 Consultant: Hi, we'd like to spend the next half day sitting next...

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