From the Publisher
Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They won’t waste your time trying to sell you a bunch of other products you don’t really need. 100% U.S. based customer service. Here to help. Not to sell.
Cultivating your own branded community can help to build stronger social relationships that will deliver value for your customers and the business.
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