Customer Contact Blog

Measuring Employee Engagement for Greater Returns

By Katrina Schiedemeyer Customer Quality Analyst (VOC) Oshkosh Corporation     With the constant hustle and bustle of the workday, it is often difficult to determine the root-cause of employee turn-over and limited employee engagement. Organizations often begin their...

Customer Survey Lessons

By Matt Beckwith Contact Center Director Clark Pest Control     I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other contact centers have proven invaluable. I wouldn’t have...

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,...

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