Customer Contact Blog

Starting with Superior Customer Service

By Becky Ayotte Head of Solution Consulting, Tender Management and Project Coordination, Americas DHL     Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer service...

The True Measure of Customer Experience Comes from the Customer

By Kathy Egan Manager, Merlyn Customer Support Services Merlyn Showering     The future of Customer Experience is ambient. As an organisation, the thinking culture must be: How do we make our customers lives easier and easier each day? How do we measure and assess the...

Beyond Chatbots

By Terry Blankenship Customer Engagement Technology Leader The General/American Family Direct     Henry Ford was a late-bloomer - he only started his rounds of innovation and visioning the future of gasoline-powered vehicles when he was 33, a decade behind Edison who...

Customer Feedback Has Changed, Are You Ready to Listen?

By Nate Brown Director of Customer Experience UL EHS Sustainability     It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with the process of issuing surveys. When we consider today’s customer,...

Measuring the Impact of Customer Self-Service Options

By Cippy Seidler Director, Consumer Care Center Banner Health     In recent history, consumers viewed self-service as a negative. Today, it’s a must to provide a variety of options for customers to communicate or process transactions with your company.  This can...

Maryland’s Customer Service Promise Delivers

By Gregory Derwart Managing Director, Administration and Customer Experience Maryland Department of Commerce     When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had campaigned on...

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