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Comment on Clarabridge Operationalizes Text Analytics for Better Customer Experience by uvacustomervalue

uvacustomervalue — Tue, 23 Apr 2013 02:24:53 +0000

Reblogged this on Market Insights in China.

Comment on Cornerstone Making Talent Management Simpler to Use by SutoCom

SutoCom — Fri, 01 Mar 2013 19:21:02 +0000

Reblogged this on Sutoprise Avenue, A SutoCom Source.

Comment on Customer and Contact Center Management Research Agenda for 2013 by Richard Snow

Richard Snow — Wed, 23 Jan 2013 10:13:12 +0000

Totally agree. The challenge I find is that companies run channels of communication as silos, so responses and experiences aren’t the same and it is this that causes channel hoping.

Comment on Companies Miss the Point of Voice of the Customer (VOC) by uvacustomervalue

uvacustomervalue — Wed, 23 Jan 2013 03:32:29 +0000

Reblogged this on uvacustomervalue.

Comment on Customer and Contact Center Management Research Agenda for 2013 by Trish Voskovitch

Trish Voskovitch — Thu, 17 Jan 2013 19:51:28 +0000

“customers now want to interact with companies through more and more communication channels”

More channels means more churn! You need to make sure that every channel is functioning as it should be to reduce customer effort. Don’t make a customer seek out more than one channel if they don’t have to!