All posts by bill_price

Title Type Datesort icon Views Comments Categories
Best and worst experiences? Blog 2011-02-21 1,123 0 Broadcast / Communications, Business / Legal Services, Computers / Technology, Contact Center, Customer Experience, Customer Loyalty, Financial Services, Healthcare Services, Telecommunications, Transportation / Travel / Leisure
The Perfect Time to Reinvest in Process and People Article 2009-04-16 2,888 0 Leadership, Service and Support, Digital Marketing, Customer Experience, Chief Customer Officer, Employee Engagement
Four Big Steps to Trim Contact Center Costs and Improve Customer Experiences Article 2009-01-09 6,036 0 Large Enterprise, Leadership, Service and Support, Midsize Business, Contact Center, Customer Experience, Voice of Customer, Customer Process, Customer Strategy, Performance Metrics, Chief Customer Officer, Chief Information Officer
There's Something Wrong if Your People Are Hitting Their Marks and Your Customers Are Hitting the Road Article 2008-09-12 4,018 2 Service and Support, Computers / Technology, Contact Center, Performance Management, Performance Metrics, Chief Customer Officer, Employee Engagement
"Please Enter Your Number. Please Enter Your Number"; Contact Technology Shouldn't Be This Hard Article 2008-07-14 7,254 0 Service and Support, Contact Center, Customer Analytics, Customer Experience, Customer Loyalty, Customer Process, Chief Customer Officer, Chief Information Officer, Employee Engagement, Technology Implementation
"We've Made This Customer's Life Hell": There Are Fun, Easy Ways to Give Your Agents Everything They Need to Know Blog 2008-06-30 2,966 1 Service and Support, Midsize Business, Contact Center, Small Business, Customer Strategy, Chief Customer Officer, Chief Information Officer, Technology Implementation
The Best Service Is No Service Interview 2008-06-30 8,395 2 Leadership, Service and Support, Chief Customer Officer
"Sorry. I'll Make Sure We Fix That" Blog 2008-03-25 3,432 0 Service and Support, Digital Marketing, Chief Customer Officer, Retail Sales, Telecommunications, Transportation / Travel / Leisure
Give Your Customer-Facing Employees the Tools to See the Whole Customer Article 2008-02-25 5,274 0 Service and Support, Contact Center, Customer Strategy, Chief Information Officer, Technology Implementation
Connect Online for Better Customer Care Article 2007-05-14 5,927 2 Service and Support, Contact Center, Customer Experience, Enterprise Technology, Chief Customer Officer
Dumb Things That Companies Do Blog 2007-05-09 3,372 0 Contact Center, Customer Experience, Chief Customer Officer
The Wonderful World of Wikis Is Changing the Face of CRM Article 2007-04-30 7,927 3 Service and Support, Social Business, Computers / Technology, Contact Center, Customer Analytics, Chief Information Officer, Customer Information Architecture, Technology Implementation
Get Out There! Blog 2006-11-28 2,867 0 Leadership, Service and Support, Contact Center, Chief Customer Officer
Premier Support Programs: All Customers Aren't Equal Article 2006-10-15 3,066 1 Service and Support, Contact Center, Customer Strategy
Being "Fast + Simple" for Our Customers: Eliminate the "Dumb Things" Article 2006-10-08 2,556 0 Service and Support, Contact Center, Customer Analytics
Taking Customer Contact Offshore: Know What and When to Export Article 2006-05-07 1,876 0 Leadership, Service and Support, Contact Center, Customer Experience, Chief Customer Officer, Chief Information Officer
Move Agents Into Their Homes for a Double-Win Article 2006-04-30 2,008 0 Leadership, Service and Support, Contact Center, Customer Experience, Chief Customer Officer, Employee Engagement
Skip Ahead a Year To See How 2006 Turned Tumult Into Customer Satisfaction Article 2006-01-10 1,960 0 Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Customer Process, Chief Customer Officer, Technology Implementation
For a Driving-Force Metric, Consider CPX Article 2005-08-15 1,720 0 Service and Support, Contact Center, Performance Metrics, Chief Customer Officer
Select Service Providers With Listening in Mind Article 2005-04-25 1,754 0 Service and Support, Contact Center, Customer Experience
Improving the Supply Chain: Focus on the Best Agents Article 2005-04-11 1,854 0 Service and Support, Contact Center, Customer Experience, Performance Metrics, Chief Customer Officer, Employee Engagement

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10 Steps to a Single Customer View

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