Bill Price: Applying Analytics to Improve the Customer Service Experience

Will Chat Bots Be Boon or Bust for Customer Experience?

One of the hottest topics today revolves around chat bots, “computer programs that mimic conversations with people using artificial intelligence...

Treat Me Like a New Customer ALL the Time

Has this ever happened to you? You have subscribed to a cable or satellite or mobile service,...

Reefer Madness: Customer Experience Perils Using Third Parties

Almost every company relies on third parties to complete their product or service offerings, usually using their brand name but sometimes the third party...

Using Big Data to Retain Your Best Agents and Create an Energized Workforce

In an earlier column I introduced the “4 Foundations” that companies need to put into place in order to become...

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...

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...

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