5 Ways to Grow a Culture of Customer Loyalty
Join us online at 9:00 AM PDT on Thursday, September 2nd as Mark Molloy, director of services marketing for Motorola’s Home & Networks Mobility division describes Motorola’s 5-step approach to improved customer experience. Results? 57% improvement in time to resolution and 10% improvement in customer satisfaction. No need to pre-register.
Archive for the ‘Announcements’ CategoryMotorola Improves Time to Resolution 57%. Hear How.September 1st, 2010 by Peggy Carlaw7 Steps to Developing a Customer Experience StrategyAugust 10th, 2010 by Peggy CarlawAccording to Michael Maoz from Gartner, executives are trying to re-engage with customers through customer service, and customer experience in particular. Eighty percent of executives believe that customer strategy is more important than it was three years ago. Ninety to ninety-five percent of executives expect customer experience will be part of their specific competitive differentiation in the next two to three years. Customers Love TeleTracking!August 10th, 2010 by Peggy Carlaw
Help! I Don’t Have Time to Give Feedback!June 10th, 2010 by Peggy CarlawI know that managing a contact center involves many important functions, all of which take time, energy, and talent. What we often find with our clients is that managers fail to view giving feedback as one of them. It’s crucial for you to be able to mange your time and your tasks so that you can incorporate coaching into your daily routine as a manager. The HEART Model — A HistoryMay 31st, 2010 by Peggy CarlawA number of years ago, I was doing some consulting with a sister company of American Airlines — both owned by the holding company AMR. The Corporate mission statement was prominently displayed in the lobby and in the conference room I was assigned to work in. This particular mission statement had 7-8 bullet points to it. One of them (I don’t remember what it said now) made no sense to me, so I asked every employee who came in the conference room-from director level on down-what that bullet meant. No one knew. Extreme Networks Wins Prestigious Support Staff Excellence AwardMay 24th, 2010 by Peggy Carlaw
Altitude Software Flies High With First Call ResolutionJanuary 2nd, 2010 by Peggy Carlaw Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software.      |
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Congratulations to Blair Freer, Vice President of Technical Support at 
