Bill Price: Applying Basic and Advanced Analytics to Become Frictionless
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...