Beyond Philosophy
JULY 13, 2021
Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. For example, if you outsource the call center, the experience there should be as good as your company-owned call center.
Customer Bliss
APRIL 11, 2017
Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He had previously been in consulting (Phoenix Group and American Productivity and Quality Center Consulting Group), and also worked for HP/Compaq. Work is about people: This goes from CEO to call center.
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Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.
Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. For example, often, the call center environment has a measure called “Average Call-Handling Time.” I wondered how I did that. What measurement is in place?
COPC
MARCH 24, 2020
has been advising VMOs since 2002, helping clients maximize the value they gain from their outsourced service providers (OSPs). The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management and procurement.
Beyond Philosophy
OCTOBER 19, 2016
Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? Since 2002, I have worked with all types of industries. What are the easy things I say have already been done? What is this “next level of Customer Experience?”. Well, I will tell you.
Magellan Solutions
JULY 15, 2021
On top of that, instead of pushing for immediate sales, the call center company changed the objective into information-based cold calling. . The call center provider studies which local area they strive more against local competitors. Then, the call center provider started profiling their potential B2B consumers.
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