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| "Company Junk Drawer" No More: Best-In-Class Intranets Are Corporate Workhorses | |||||||||||||
| by Leslie O'Flahavan and Marilynne Rudick, E-WRITE This month we had the privilege of being judges for the Content Management Network's first annual Intranet Best In Class (IBIC) award. The application packets were impressive and showed in many ways how far Intranets have come since somebody nicknamed them the company junk drawer: "It's all in there somewhere; it's just impossible to find!" This article presents what we learned about how these state-of-the-art Intranets improve communication and support the company's mission. | |||||||||||||
| [Full Article] Mar-05-2004 | |||||||||||||
| Monitoring is not Enough to Answer the Quality Question | |||||||||||||
| By Dr. Jodie Monger, President, Customer Relationship Metrics We are continuously asked how well the contact center is serving the corporate asset, how well is service delivered to customers who call to resolve a problem or to ask a question? In many centers, we must rely on a summary of operational metrics with the assumption that certain metric levels answers this critical question. We also rely on quality monitoring scores to answer the question. If your monitoring program is like most, you have to conclude that most customers are extremely satisfied by the telephonic service experience. Scores naturally migrate to the upper part of the monitoring scoring scale. If you have 100 points available, the majority of your scores are probably 92 or higher, or even 95 and higher essentially you use the top 10 points on the scale. When attempting to answer the service quality question, basing such an important assessment on quality monitoring when it has the bias mentioned above diminishes the effectiveness of the response. All other departments within your organization can report on success with numbers that are not questioned. The contact center needs such a response, one that is accepted as valid unlike the monitoring results. | |||||||||||||
| [Full Article] Mar-01-2004 | |||||||||||||
| Customer Service E-Mail in a "Do Not Call" World | |||||||||||||
| By Marilynne Rudick and Leslie O'Flahavan, E-WRITE Now's a good time to take a second look at customer service e-mail, to recognize that it offers many marketing opportunities. Yes, millions of people have cut off marketers' access by saying, "Don't call me." But at the same time, a growing number of customers are e-mailing companies for support, help, or information. In doing so, these customers are giving permission -- sometimes begging companies -- to contact them. When a customer e-mails you, he's initiated a dialogue. Okay, maybe he's e-mailed you to complain. But any communication from a customer gives you an opportunity to strengthen your business relationship. | |||||||||||||
| [Full Article] Feb-10-2004 | |||||||||||||
| Understanding the Employee/Customer Connection | |||||||||||||
| by Elizabeth A. Ahearn, President & CEO, The Radclyffe Group Common sense tells us that if employees are happy in their jobs, then they will deliver outstanding service to customers consistently. In fact, there is a direct and meaningful correlation between customer loyalty, and employee satisfaction. As contact center technology continues to advance enabling more and more customer issues to be handled by technology solutions such as the Internet and speech recognition, the contact center representative will only be handling the more complex customer interactions. This requires high-caliber individuals with a specific skill set. View full article (please note, you will need to use your RecognizeServiceExcellence.com member log in to view the full text) | |||||||||||||
| [Full Article] Jan-20-2004 | |||||||||||||
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