Oops, remarkable CCCCC-links! 09/16/2010
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Table of Contents — August 2010, 13 (3) — Journal of Service Research
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E2.0 Pros – “Report: Collaboration in the Enterprise – Summer 2010″ | E2.0 Pros
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Shareable: Back to School: 15 Shareable Books for Fall
That crisp hint of Autumn in the air means it’s time to head back to school whether that’s on campus or the school of life. Here’s Shareable’s reading list for the Fall. Please add your selections in comments.
What’s Mine is Yours: The Rise of Collaborative Consumption, by Rachel Botsman and Roo Rogers (HarperCollins):
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The Socialization of Products & Services #prosperity #good #utility #LBS #Junto – goonth’s posterous
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Service Untitled» Blog Archive » Walk Talk <span class=”“> – Annotated
As a member of the Board of Directors for the North East Contact Center Forum, I have the opportunity to speak with a number of Customer Service Managers, Directors and VP’s across multiple industries and geographies. The most common theme among these leaders is the intricate balancing act of providing extraordinary experiences while reducing expenses (and sometimes juggling regulatory risk and/or time constraints).
I have battled with the same dilemmas myself. Over time, I have learned to ask myself and my colleagues a few questions:
What do you coach your service representatives on?What are the common conversations in your team and all-hands meetings?What is it that your CEO/COO/VP of Customer Service is evangelizing?More often than not, the answers sound like: call quality, customer experience, superior service, etc. Some time later, I follow up with another set of questions:
What are the key metrics that you look at daily?How do you incent your service representatives?What are the metrics that your boss (whether he or she be the CEO or someone else) are hammering you about?-
- As a member of the Board of Directors for the North East Contact Center Forum, I have the opportunity to speak with a number of Customer Service Managers, Directors and VP’s across multiple industries and geographies. The most common theme among these leaders is the intricate balancing act of providing extraordinary experiences while reducing expenses (and sometimes juggling regulatory risk and/or time constraints).
I have battled with the same dilemmas myself. Over time, I have learned to ask myself and my colleagues a few questions:
- What do you coach your service representatives on?
- What are the common conversations in your team and all-hands meetings?
- What is it that your CEO/COO/VP of Customer Service is evangelizing?
- What are the key metrics that you look at daily?
- How do you incent your service representatives?
- What are the metrics that your boss (whether he or she be the CEO or someone else) are hammering you about?
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The 4 Elements of Social Capitalism |
http://www.strategy-business.com/article/10311?gko=c784e&cid=enews20100914
Design Thinking for Startups – Are You Design Driven?
Definitions of Customer Engagement: an overview « Agora
egin with definitions of CE created by companies and then proceed with the definitions offered by individual thinkers, mostly leading web analyticians or digital marketers.
Telecommerce Magazine NEN norm telefonische bereikbaarheid
NEN Norm telefonische bereikbaarheid
na die datum? ‘Een speciale NEN-normcommissie zal zich dan buigen over alle aangedragen commentaren en mogelijke verbeteringen. Uiteindelijk zullen zij een definitieve lijst met oplossingen opstellen hoe ondernemingen het beste met dit onderwerp om kunnen gaan. Met deze richtlijn kun je bijvoorbeeld aantonen op welke manier je een telefoongesprek snel naar de juiste medewerker kunt doorschakelen en wat je moet doen als een bepaalde agent afwezig is. Doel is een ander inzicht te verschaffen hoe je met een situatie omspringt’, verduidelijkt Rosella Hoek, normalisatie-adviseur bij NEN.
Transparant en toegankelijkIn april 2009 ontstond al het basisidee voor het oprichten van het normontwerp NEN 8878. Volgens Hoek is die termijn een normale gang van zaken is en in sommige gevallen duurt het soms wel drie jaar of langer voor een normontwerp daadwerkelijk gepubliceerd wordt. ‘Na registratie kan een ieder online het ontwerp bekijken, waarin per hoofdstuk en per paragraaf beschreven staat hoe je de diverse onderdelen het beste kunt inrichten. We hebben het bewust toegankelijk gehouden, dus je kunt achter elke paragraaf heel gemakkelijk een commentaar toevoegen’, meent Hoek.
Aan de NEN-normcommissie ‘Telefonische Bereikbaarheid’ nemen de volgende partijen deel: Quality Support, Rabobank Nederland, TDL Advies, Auditel, Contera Advies en de Telecom Management Association.
Posted from Diigo. The rest of my favorite links are here.
Photo-credit: bye bye オモイデ
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- Rachel Botsman: Goodbye Hyper-Consumption, Hello Collaborative Consumption (huffingtonpost.com)
- Shareable: Back to School: 15 Shareable Books for Fall (fredzimny.wordpress.com)
- Recommended video: Rachel Botsman – Collaborative Consumption Author Presents Compelling Case for 21C (fredzimny.wordpress.com)
- The crisis in customer service : The New Yorker (fredzimny.wordpress.com)
Posted on 2010/09/16, in Because i like to share again and again and tagged 4236, Because i like to share again and again. Bookmark the permalink. Comments Off.
