I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
A reader asked: I work in customer loyalty at a circuit board manufacturing house. We do all of our business online. Recently, my company hired a new customer service/customer loyalty manager. This person has no background in customer loyalty and he is trying to measure our success with a basic ROI formula. I insist that this is not the best way to measure customer loyalty. Can you suggest any formulas we should instead be using to measure customer loyalty accurately for our online business?
"Our lines are busy. Please hold. Your call is important to us." So if its so important, why am I on hold? This is a common dilemma for all businesses. The addition of a call center doesn't eliminate the problem particularly as the business expects.
You've heard the title "customer relationship manager". You probably have one assigned to you by your bank. A reader asked one of our experts: Can you define the role of a customer relationship manager? How has this role changed as a result of emerging technology and new trends in the marketplace?
We are currently using a call center billing model that is based on the number of hours of calls we make in a month, on a cost-per-hour basis. Our client now wants to adopt a charge-per-call model that will, to a large extent, suit them profit-wise. My boss wants a counter-proposal that will suit us, with this counter-proposal also as a charge-per-call model. What would you suggest?
A reader asks: Is sending out newsletters still an effective way to increase customer loyalty? Our organization normally sends out new product notifications several times a year, but we are considering either a paper or email newsletter to go out more frequently. Is once a month a standard schedule? We are trying to strike a balance between keeping in touch and inundating customers with mail from us.
Is there any ROI data on using live chat with customers in a support call center? I am using live chat customer support software now in the enterprise space at high volumes. I know customers love it but will it increase or decrease overall incoming service request load INCLUSIVE of chat or is there some efficiency here? That is, perhaps same service request volume but chat is somehow less expensive? It feels like this is a customer satisfaction play rather than a cost play.
Many companies focus on attracting and retaining high-value customers. Should we also focus on attracting and retaining low-value customers that may be worth more in the future?
We're interested in seeing how a recent redesign of our website is impacting the online customer experience, but we aren't sure how to measure this. Has there ever been a correlation drawn between the percentage of visitors to a support website and the number of calls received?
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Knowledge Central
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When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
