Denis Pombriant

Your Call Center Agent Is an Untapped Resource

Before there were computers and email, there was office mail, and most large corporations had a mail department and mailroom. As anachronistic as it...

“Deep Marketing” Engages Customers

Customer centricity, the voice of the customer and the customer experience are all ideas swirling around CRM today, and they have in common a...

What’s New? Everyone in Your Business Can Finally Concentrate on the Customer

No one eventually becomes a CEO who has not already demonstrated the ability to think and act the part. My favorite analogy here is...

Was That a Tipping Point We Just Lived Through?

If I had to net out the year passing, I think I would go out on a limb and say it was an important...

Looking at 2005 Through the Rearview Mirror: Did I Make You Laugh?

Ever notice how year-end reviews and a pundit's previous forward-looking prognostications rarely synch up? Of course not! Analysts and pundits are great at predicting...

It’s Time To Make Call Center Agents Professionals

If you want to generate reliable revenue in the call center, consider professionalizing the position of call center agent. The call center agent's job...

Sales and Service: It’s Time for a Merger

The following article was originally written for Beagle Research. Professional courtesy, that's what I call it. It's the punch line to the question, "Why don't sharks...

View It as a Revenue Center, Not a Cost Center

The following article was originally written for Beagle Research. Quite a few companies are offering solutions that provide automated customer service in one way or...

Expect a Year Full of Opportunity and More Surprises

My greatest impression of the "Generally Accepted Accounting Principles" is that they are no help in planning or making predictions. Although it has been...

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