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. To join the webcast: http://tsia.na3.acrobat.com/r18277124/ Conference […]
Congratulations to Blair Freer, Vice President of Technical Support at TeleTracking Technologies, for reversing the number of customers satisfied with the level of service from the technical support department. TeleTracking is the world leader in patient flow automation with more than 800 of the best-known hospitals and health systems in North America and the UK as […]
I'm a little behind in my industry periodicals reading. (I don't suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called "Manager: The Forgotten Training Partner." I had to laugh when she described a "typical scenario" about a manager […]
CSAT, VOC, CRM, now SCRM. Who's listening to the customer? These days, who isn't listening? At Impact, our guiding beacon in driving our customers' experience is the HEART Model™. Many of our customers have also adopted this model because it provides them with five easy-to-remember principles that balance the best interests of the customer with […]
When businesses want to improve customer satisfaction, they often think of improving the communication skills of their front-line representatives. Improving communication skills is critical, but it's equally important to take a look at the numbers, or call center metrics, behind your operations to see how they affect both customer satisfaction and profits. For example, customers […]
A big congratulations goes out to Extreme Networks! They just won the Certified Support Staff Excellence Center Award, at the Technology Services World conference in Silicon Valley. Support Staff excellence is based on a series of training programs for technical support and field service staff as well as supervisors and managers. The program follows a […]
I live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it's mid May which means mid to upper 80's with daily tropical thunderstorms pumping up the humidity. Naturally, it's time for my HVAC unit to die. I've had field service technicians out three times in the last month to […]
We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.