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The power of voice

By |December 20th, 2010|

We almost should forget to speak – with a constant increasing set of online tools for text based communication. Tony Crawford indicates that – due to improved technology on voice infrastructure – business people are doing business on the phone more than ever.

How social media might turn into a wake-up call for contact centers

By |December 14th, 2010|

More than ever companies need to be aware of the fickleness of the customer. That volatility is no longer solely determined by the choice of customers (i.e. whether or not to become a customer), but also by the choice of existing customers to decide to share their dissatisfaction with the rest of the world.

Careful with social networking

By |December 10th, 2010|

The past fifteen years we have been busy with CRM - with limited success. Most important driver behind CRM was to record and make available all information about the customer. Now a prominent role for social media is emerging, says Ed Peelen. Customer expectations therefore have to be managed more carefully.

The Apple Contact Centre App

By |December 7th, 2010|

You've probably seen this article by now, it's been all over Twitter   Whilst I applaud Apple's efforts to improve customer service, there are a number of things that concern me about this. 1) It perpetuates the [...]

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