In my former life as a contact center manager, I always stated that technology is about how things are done. And the only solid foundation for the how is to challenge assumptions. Indeed, by investigating how customers will be acting in the forth coming years and tweaking your approach. And as stated by Wim (with whom i worked as a contact center manager) that is not about systems. Although it assumes a very systematic approach.
True, yet disappointing
I have to admit though, that I am disappointed with these predictions, because they are true. They show that vendors in the Customer Service arena, are hardly making any progress in understanding and shaping what it is Customer Service managers are trying to get done, now and within the next 2 to 5 years out.
Photocredit: Saídos da Concha
Tags: Andrew McAfee, Because i like to share again and again, Business, Chris Brogan, Contact centre (business), customerservice, Front Office and Customer Service Operations, Knowledge management, Performance management, Havas Media Lab, Joseph Jaffe, Social CRM and social business, Vision, visionaries, vision things, trends, wim rampen
Wim After having read Rampen’s Blog about the Dutch Customer Performance Index, I even became more proud because of Unive
Some time ago I worked with Wim Rampen. Not only as consultant but also as a person a very nice man. That’s why I always follow his posts. Because of working relationship I am reluctant to include referrals to his blog. But now our company has won the award in the branche financial institutions, i had to refer to (and to be honest not our department was honored). And it is true great!
I found a new Dutch initiative to measure a Company’s Customer Performance: The Dutch Customer Performance Index (DCPI) (Dutch only) – a new objective and validated index for measurement of Customer performance – . I thought it worthwhile sharing with you.
The Dutch Customer Performance Index is an initiative of the Customer Insights Center of the University of Groningen (Dutch only), intelligence bureau MIcompany and market researcher MetrixLab. The University of Groningen is responsible for the scientific bases of the research. MIcompany determines wich value companies create for themselves from their Customers and MetricLab is repsonsible for data collection and building the benchmark database.
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Tags: Arts, Facebook, Front Office and Customer Service Operations, Knowledge management, Performance management, iPhone, Online Communities, Social CRM and social business, Social Networking, Twitter, United States, Vision, visionaries, vision things, trends, Website, wim rampen