In the News
-www.1to1media.com, November 12, 2008
Contact center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do.
That's because at Farmers' three contact centers in the United States, more than 6,000 agents field questions from the company's own insurance reps from across the country. They handle nearly 500,000 calls per month clarifying policy rules, troubleshooting technical issues, and providing expertise to local offices.
-www.mycustomer.com, November 12, 2008
Online communities are becoming an increasingly popular way of bringing customers into the fold. And, as Gary Schwartz discusses, information gleaned from these communities can also deliver tangible commercial value.
-http://www.itbusiness.ca, November 10, 2008
Confirmit customer
Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count during Council's planning process.
-www.xchangemag.com, November 5, 2008
Several years ago, while selling software into the British telecoms market, I met the CMO of a smallish network operator. He described the issues facing his business, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent." He must have seen my jaw drop, as he quickly retreated from the blasé nature of his disclosure. His brutal honesty gave a young salesperson stark insight into the industry's attitude towards its customer base.
- www.insurancenetworking.com, October 1, 2008
Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.
- www.smrn.com, September 24, 2008
After Pat Molloy, chief strategist of Confirmit, had ravelled through his presentation in the "Parallel 2" hall of the Esomar congress, SMRN turned to the two people sitting at the same table. How did they perceive Pat's presentation, the second and last of the Scandinavian companies presented?
Most of all: were they potential clients? And what system would suffer from a migration, would that take place?
- Destination CRM, August 1, 2008
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
- ContactCenterWorld.com, July 30, 2008
It comes as no surprise to anyone in the business community that customer experience management has risen to the boardroom as a key business issue. Today's consumers might be bombarded with advertising campaigns and invitations to ‘switch provider' but they are far more likely to remain loyal to a brand, product or service based on good experiences. Poor service directly impacts new and repeat sales, with a knock-on effect on customer advocacy.
- Customer Strategy, July 2008
Enterprise Feedback Management is on the up and the vast majority of organisations now collect some kind of feedback from their customers - yet a tiny minority actually feed back on the feedback. Steve Hurst reports.
- CustomerThink.com, May 5, 2008
The year so far has been filled with predictions of a recession on both sides of the Atlantic. Sitting at home in England, I find myself tightening my family's purse strings as heating bills grow and mortgage payments rise with interest rates (yes, I had to remortgage at a higher rate this year). Looks like we're in for a rough ride.
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