Blogs about: Customer Sat
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TD Bank Redemption!
I need to provide an update on my experience with TD Bank (see, TD Bank Really Stepped In It). Within 24 hours of my deeply frustrating and disappointing experience, I got a phone call from Eric Baker… more →
Yaicha
TD Bank Redemption!
wrote 2 months ago: I need to provide an update on my experience with TD Bank (see, TD Bank Really Stepped In It). Withi … more →
TD Bank Really Stepped In It
wrote 3 months ago: TD Bank made a real mess when they made massive system changes. I’ve heard about the problems … more →
PlentyOfFish.com Sucks at Customer Service
— 2 comments
wrote 10 months ago: Plenty of Fish Well, that’s a pretty blunt headline, isn’t it? This is one of the reason … more →
Super Empowered (Angry) Customers
wrote 1 year ago: A former colleague, Keith Dawson, was the editor at Call Center Magazine for years. Sadly, Call Cent … more →
Moving is Fun . . . and Comcast Loses Then Wins
wrote 1 year ago: Sorry I have been away from this blog for a while. I just moved, and the fun still has not stopped. … more →
Should you fire the voice mail guy?
wrote 1 year ago: Seth Godin hits the nail on the head, again, in this blog post. Let’s say the person in charge … more →
CMI: Getting a Real Measure on Satisfaction
wrote 1 year ago: How did I miss posting about these great articles by Jay Minnucci? I went to link to them from the p … more →
CMI: Are You Guilty of Survey Malpractice?
wrote 1 year ago: Dr. Jodie Monger knows surveys, and in this Customer Management Insight (CMI) article, “Are Y … more →
CMI: First Contact Resolution Unraveled
wrote 1 year ago: Here’s more on the topic of First Contact Resolution (aka, First Call Resolution or FCR) in IC … more →
More of the Same Griping about Customer Service
wrote 1 year ago: Nothing new at all in this NYT article, “Far From Always Being Right, the Customer Is on Hold. … more →
Customer backlash against bad service
wrote 1 year ago: In the annals of customer service, 2007 will go down as the year fed-up consumers finally dropped th … more →
Sprint to Pesky Customers: “Scram”
wrote 1 year ago: Sprint dumped 1000 customers who were calling 40 to 50 times more than other customers, specifically … more →
Having Fun and Gaining Insight in the Call Center
wrote 1 year ago: Affinity’s vice president of customer relations, Scott Willey, says post-call surveys have hel … more →
Every Encounter Counts
wrote 1 year ago: What does it mean to be customer-centric? Is it enough to have a cool slogan like “Every Encou … more →
Call Center Metrics
wrote 1 year ago: Call center metrics are the source of so very many questions we hear at ICMI. What should be measure … more →
First Call Resolution: Great Principle, Hard to Apply
wrote 1 year ago: Ever since I was first tasked many years ago with implementing a first call resolution (FCR) measure … more →
CMI: Metrics - Expanding Perspectives to Increase Effectiveness
wrote 1 year ago: We get more questions at ICMI about metrics than just about any other call center management topic. … more →
CMI: India Leads in Agent Performance in Bank Call Centers
wrote 1 year ago: Introducing a new measure of call center performance: ICMI’s Global Service Index Report offer … more →
CMI: Characteristics of a Customer-Focused IVR System
wrote 1 year ago: Take a look at what four call center professionals have to say about getting IVR right, in this CMI … more →
