From the Editor
It's interesting to see how customer care strategies are evolving. Companies have been quick to adopt the theory behind managing the customer experience, and many have translated it into a vision and a set of values. But that’s where some efforts appear to stall. Often, the people in the customer-facing roles are left to interpret what makes a great customer experience—and their perception may not support the company’s or, more importantly, the customer’s view.
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current issue
MAY FEATURE ARTICLE
Adding Emotion to the Customer Experience
What's the next step for high-performance service providers? Designing a customer experience that aligns corporate values and delivers an emotional connection to the brand.
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Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM
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September
2012 Issue of Contact Center Pipeline
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Customer Spotlight
Allen Kurzman
Director, Business Development & Media Relations
SATMAP
Aubrey Williams – North America Sales
Direct Commerce Call Center Manager
Adobe Systems Incorporated
Dan Wallis
Director – KP ONCall
Laura Burke
The Paisley Group
Megs Suratkal
Director Global Outsourcing & Vendor Management
Acronis Inc
call center publication out there. Not surprising, considering the people that contribute content. Thanks for bringing this team together."
Larry Eiser
Vice President
Call Center Operations
Duke Energy
Robert Hill
Customer Service Manager
Clark Public Utilities
Sallie Drier
Customer Response Unit Site Director
Guardian Insurance
Anthony Gwirtz
Contact Center Executive
AAA MSC
Paul Stockford
President/Chief Analyst
Saddletree Research
Marsha Bailey
Consultant Liaison
Interactive Intelligence
Bill Hartline
Director Customer Service
The Best Experience Company
Springs Window Fashions
Scott Murphy
Contact Center Manager
Employees Retirement System of Texas