3 Steps toward Putting the Customer Experience in Context

Ruckstuhl, Ann
April 2014
CRM Magazine;Apr2014, Vol. 18 Issue 4, p31
Trade Publication
The article discusses the means for contact center industry to deliver cross-channel customer experience. It mentions the need to identify the preferred channel of customers to use as their primary means of communication. It notes that companies can correct an issue through collecting customer interaction and transaction data. It also emphasizes the benefits for companies to tap into real-time and contextual routing.


Related Articles

  • Speak Up! Bailor, Coreen // CRM Magazine;Dec2007, Vol. 11 Issue 12, p34 

    The article considers strategies that can be used in successfully managing interactive voice response (IVR) systems. Speech-enabled IVR can help enhance customer experience, as well as manage contact center operating costs. But to achieve that level, the speech application should be integrated...

  • Routing and Staffing in Customer Service Chat Systems with Impatient Customers. Tezcan, Tolga; Jiheng Zhang // Operations Research;Jul/Aug2014, Vol. 62 Issue 4, p943 

    We consider customer service chat (CSC) systems where customers can receive real time service from agents using an instant messaging (IM) application over the Internet. A unique feature of these systems is that agents can serve multiple customers simultaneously. The number of customers that an...

  • Simple Methods for Shift Scheduling in Multiskill Call Centers. Bhulai, Sandjai; Koole, Ger; Pot, Auke // Manufacturing & Service Operations Management;Summer2008, Vol. 10 Issue 3, p411 

    This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear...

  • Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing. Gurvich, Itai; Whitt, Ward // Operations Research;Mar2010, Vol. 58 Issue 2, p316 

    Motivated by telephone call centers, we study large-scale service systems with multiple customer classes and multiple agent pools, each with many agents. To minimize staffing costs subject to service-level constraints, where we delicately balance the service levels (SLs) of the different...

  • Write Effective Business Letters Every Time.  // Customers First;Dec2012, Vol. 17 Issue 12, p4 

    The article offers tips for customer service representatives on how to write effective business letters. It highlights the importance of leading the letter with the most important point to capture the attention of readers. It indicates that customer service representatives should emphasize the...

  • Take The Extra Step When Fielding Calls.  // Customers First;Apr2012, Vol. 17 Issue 4, p2 

    The article offers tips for customer service representatives in keeping their customers including the latter's question, complaint, problem or request; resolution of the situation; and acknowledgment of their feelings.

  • Lean on your team.  // Customers First;Apr2012, Vol. 17 Issue 4, p5 

    The article offers tips in dealing with a tough customer situation such as asking another customer service representative what she would do or seeking the assistance of a manager.

  • It's time for call centres to start reinstating that 'personal' touch. Akerman, Andy // Precision Marketing;9/26/2003, Vol. 15 Issue 50, p14 

    Offers advice to call centers on how to provide a personalized service. Encouraging call center agents to hand-write a note to clients; Benefits of improved efficiency and customer satisfaction; Initiating culture change within the company.

  • Call centers satisfy and retain customers. Mitchell, Lori // InfoWorld;12/25/2000-01/01/2001, Vol. 22 Issue 52/01, p29 

    Focuses on the importance of call centers in satisfying and retaining customers. Integration that can help improve a company's customer interaction; Factors to consider in building a call center; Step-by-step guide in building a call center.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics