The Contact Center Insights Blog: Leading the conversation on the future of customer service Avaya: Intelligent Communications
RSS
Archive
Topics
Show All Topics
Bloggers
Blogroll

Making Data Actionable Topic Archive

Home
| Author: Zack Taylor
Spring Training
Baseball's spring training began a few weeks ago with teams reporting to camps all over Florida and Arizona. One of my favorite pastimes during this season is to watch the averages of the players – especially those who are on the edge of making a major league roster. Because they’re generated in such a short period of time, amazing statistics can be deceiving. This makes it difficult for managers to assess the validity of these performances over the long term and determine which players make the final cut. More >>

Permalink | Comment Now >>
| Author: Zack Taylor
Customer Satisfaction and the Contact Center: Part III
In my last entry I talked about conflicting goals in the contact center, the kind that come about when a common set of higher order business outcomes are not pursued. More >>

Permalink | Comment Now >>
Watch What's Happening at
Contact Center Insights

The Ultimate Answer

The Ultimate Answer

Fred Reichheld makes a business case for customer loyalty.

Chat with a Champ: Hertz

Chat with a Champ: Hertz

Hertz, a BusinessWeek Customer Service Champ, shares the secret to great service.

The Empowered Customer

The Empowered Customer

Avaya's Doree Seligmann discusses the impact of Web 2.0 on customer service.

Explore what customer service experts have to say at:

Contact Center Insights