Call Center Software | New Contact Center White Paper by Dick Bucci | Envision
Mar 25, 2009

New Contact Center White Paper by Dick Bucci
Posted by: Jim Shulkin

I’m very excited to announce the availability of a brand new white paper, titled “Customer Centricity – Why Now More Than Ever!” sponsored by Envision and written by Dick Bucci, renowned contact center expert and senior consultant with The Pelorus Group.
 
I’m sure you’ll find it a very timely and relevant read given the importance of holding onto and even gaining new customers during this recession. How do you do that? Well, it starts with how you treat them of course. Creating an exceptional customer experience has never been more important. As the adage goes, people don’t by products, they buy companies and relationships – so how do you know if the experience with your company is promoting customer retention? Here’s a great scorecard for the center and organization.
 
 
In today’s difficult economic climate, customer retention is imperative, yet daunting. Fortunately, by employing customer centricity and making it a key metric in your contact center, customer retention can be a true competitive advantage.  Envision is pleased to offer the complimentary white paper, “Customer Centricity- Why now more than ever!“ written by Dick Bucci, that will provide insight in to what customer centricity is, what it is not, and help you to build a truly customer centric contact center.
 
·         Find out if your contact center is truly customer centric
·         Discover the key requirements for customer centricity
·         Realize how your organization can make customer centricity a well defined and measurable key objective that can be tracked and analyzed just as any other critical line item on the balance sheet
·         Learn about the role contact centers play in demonstrating, driving and owning this critical metric
 
Download your copy of the white paper today and start delighting and retaining your customers.
 
 
New Contact Center White Paper by Dick Bucci - 3:36 PM | General | Add Comment (0) |
Mar 12, 2009

Retail’s Turn to Customer Centricity
Posted by: Jim Shulkin

We talk about Customer Centricity at Envision quite a bit because it’s more than just fluffy Marketing messaging or product branding, but rather a mission with tangible metrics, milestones and requirements. That’s apparently ringing very true in the struggling retail sector these days as well, as evidenced in the recent 1to1 Media article, “Retailers Look to Service Experience During Tough Times,” by Elizabeth Glagowski.
 
I found the article to hit home with retailers as the focus, but with a good message that cuts across industry lines given these tough times for most sectors. In particular, it explains how the current economic condition is in fact forcing the hands of retailers to improve their customer experience because they simply can’t afford to pay it lip service anymore.
 
Paying it more than lip service is something Envision customers have in common obviously, which is why it was gratifying to see three of the top four retail performers in the Q4 2008 American Customer Satisfaction Index (ACSI) referenced in the article are Envision customers.
 
David VanAmburg, managing director of the ACSI says, “It’s really a defensive game…for retailers…working hard to hold onto the customers they’ve got.”
 
Fortunately, many of our customers understand that the very best defense is in fact a great offense.    
 

Post tags: ACSI, Elizabeth Glagowski, 1to1 Media, call center, call center best practices, contact center, David VanAmburg

 
Retail’s Turn to Customer Centricity - 12:00 AM | General | Add Comment (0) |
Mar 06, 2009

Leadership - Connect to Engage!
Posted by: Jim Shulkin

Leadership – Connect to Engage!
Richard Gorham recently posted an article on Call Center Café in which he offers salient advice for call center managers who are building teams.  An excerpt from the article states: It’s been said many times that true leadership is measured by ones ability to motivate and influence others.  Leaders must work hard at motivating people to take action necessary to drive change and to ultimately increase results.  Even though most people would agree with the definition of leadership as the ability to motivate and influence others, most people still have trouble translating the definition of leadership into actionable and measurable steps. 
The biggest obstacle faced by many leaders is simply figuring out how to effectively motivate and influence an entire team comprised of unique individuals.  Let’s face it, not everyone is motivated by the same things, nor is everyone influenced to take action or change behavior based on the same factors.
The entire article, posted on Call Center Café, can be accessed here
Richard Gorham is the founder and President of Leadership-Tools, Inc. His web site, http://www.leadership-tools.com is dedicated to providing free tools and resources for today’s aspiring leaders. Offering high-quality tools in the areas of Business Planning, Leadership Development, Customer Service, Sales Management and Team Building.
 
Leadership - Connect to Engage! - 10:45 AM | Coaching & Agent Effectiveness | Add Comment (0) |