Providing a #WinningExperience for the Digital Customer

By Bobbi Dangerfield @BobbiAtDell Michael Dell, said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen, engage, and ultimately understand …

Moving from Firefighting to Prevention Using the Voice of the Customer

Up to 30% of service workload is preventable. An effective VOC process  can drive workload prevention efforts as well as support increased First  Call Resolution. In this webcast, John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research, discusses how VOC process can impact both the service function and instigates improvement of other company processes. Keys to success are identifying a …