Recommended: – Gartner just issued their predictions about technologies that will deserve highlights in 2010, with http://ow.ly/19E94B
Photocredit: Gregory Bennett Speck
Reading Financial services: transparency through social media? http://ow.ly/19E9is
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Michael Fauscette: Why are Businesses Implementing Social Software?.
We recently conducted a social business adoption survey, our second this year, and in reviewing the results we’re seeing some very exciting patterns emerge. My colleague, Erin Traudt, who manages the enterprise collaboration and social solutions practice in my group is doing a three part series on our IDC group blog on the whole survey so I won’t redo that effort here. What I want to look at in detail is the question of why
Photocredit: from flickr member happy d in the 416cyclestyle pool
I remember that some time ago I wrote about a sound business for knowledge management. And up to now it is my firm belief that for many companies even for 2011 myopia is preferred.
Found at -Commerce News: Operations: The Secret Ingredients of a Best-in-Class Contact Center.
Based on the findings of the Competitive Framework and interviews with end-users, Aberdeen‘s analysis of the Best-in-Class demonstrates that the success of the contact center strategy depends on a combination of specific capabilities and technology enablers.
Aberdeen’s research has identified several capabilities that Best-in-Class companies leverage in order to achieve elevated operational performance.
Looking at the knowledge management capabilities, the Best-in-Class are leveraging integration of contact center data into a central database.
A central database dedicated to contact center data allows for efficient searching and provides a configurable contact center caller detail trail.
With the use of a central database, contact center managers can look at KPIs (key performance indicators) that they are using to track performance for end-users.
Customer satisfaction, first call resolution, SLA (service level agreement) compliance, customer churn/customer retention and customer satisfaction rate are just a few examples of what contact center managers are tracking through a central database
To be continued at http://www.ecommercetimes.com/rsstory/71102.html?wlc=1288113924
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Joy and let not us forget the relevance of joy for customers
Found at Seth’s Blog: Organizing for joy.
Traditional corporations, particularly large-scale service and manufacturing businesses, are organized for efficiency. Or consistency. But not joy.
McDonalds, Hertz, Dell and others crank it out. They show up. They lower costs. They use a stopwatch to measure output.
To be continued at http://sethgodin.typepad.com/seths_blog/2010/10/organizing-for-joy.html
Photocredit: http://cyclop.tumblr.com
Indeed, make it personal. Just like Zappos did. And no blurry audacious goals that one can not remember, empathize or sympathize with.
Found at Conversation Agent: Customer Service Made Simple.
Are your employees proud to work at your company?
I was reading an article about the legendary service at the Ritz-Carlton and thinking that the company makes the strongest case for a direct correlationbetween customer service that goes beyond satisfying customers to truly connecting with them, and having an engaged and empowered work force.
To be continued at http://www.conversationagent.com/2010/10/customer-service-made-simple.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+ConversationAgent+(Conversation+Agent)
Photocredit: http://cyclop.tumblr.com
Recommended: Picture of the week #15 : Good advice is like cities at night… http://ow.ly/19CYkB
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