Mei Lin Fung

Don’t Let Your Contact Center Commit Any of Hammer’s Seven Costly Performance Management Sins

"The CEO collects as much in performance bonuses as he can before he goes to jail" —Joke circulating among speakers at the 2006 International Contact Center Management Conference in Chicago My husband received a follow-up customer survey phone call from a microwave repair company after…

Seven Costly Deadly Sins of Performance Measures

"The CEO collects as much in performance bonuses as he can before he goes to jail" This unfortunate joke was circulating at the 2006 International Contact Center Management Conference held at Chicago's Navy Pier. And the people telling it to each other were the speakers!…

Apply the “People Prescription” to Call Centers

My friend Cindy made 85 calls to the same number. She refused to give up in her quest to speak with someone able to use human judgment. And hers isn't the only modern call center war story. Just one of the worst. If you dare...

Who Says Government Doesn’t Benefit From CRM?

Darius Cheung dreaded getting a business license because of all the bureaucracy he anticipated. Because it was his first time applying for a license for a new business in Singapore, he needed some personal guidance and advice, so he went in person to the...

Contact Centers Will Come of Age

If you've been around children, you'll know the story about the ugly duckling who came of age and found he was a swan. That's a lot like call centers. In the next year, you're going to see a shift in call centers as businesses...

Unless You’re Offering Multiple Channels, You May Be Missing Something: ROI

Recently, I received a "special offer" from Southwest Airlines, and, as it coincided with travel plans, I ended up booking a Southwest flight to Los Angeles, reserved a car and started making a hotel reservation. Halfway through, I canceled the hotel transaction, so my...

Where Does Customer Lifetime Value Fit in Your Strategy?

In The Customer Loyalty Solution, (2003, McGraw Hill), Arthur Middleton Hughes describes how the National Bank of Australia, with 4.5 million customers, used a customer lifetime value profitability assessment as part of a system that identified $4 billion in growth opportunities and increased its...

The CRM Investment Primer: How Do You Make the Right Technology Investment In CRM?

Divining Rods ... have been used since ancient times ... they simply measure energy patterns that occur naturally. —Sherry Sims, RealMagick Before investing in CRM technology, consider how it will impact the customer contact center, the activity hub of your company's customer connections. Sales...

A Primer: Here’s How To Calculate Customer Lifetime Value

Economic debate used to rage around the question, What is the ideal rate of savings? Economics Nobel Prize winner Franco Modigliani offered a key insight: It depends on the stage of the person's lifetime. A child's savings rate is negative, the same as when that...

Use, But Don’t Misuse, Customer Lifetime Value

Did you hear the one about the woman who couldn't cash a $100 check at an out-of-town branch of her bank? The tellers thought she was just a customer who kept running her checking account dry each month. Next thing they knew, her multimillionaire...

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