Comments on: What is Customer Experience Management (CEM)? http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Blake’s Blog http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm/comment-page-1#comment-26990 Blake’s Blog Wed, 26 Aug 2009 11:21:16 +0000 http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm#comment-26990 [...] Call Centre Helper. See full article by Richard J Snow of Ventana Research. Post tags: Blake, Call Center, contact centre, Customer [...] [...] Call Centre Helper. See full article by Richard J Snow of Ventana Research. Post tags: Blake, Call Center, contact centre, Customer [...]

]]> By: BestMark http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm/comment-page-1#comment-7785 BestMark Mon, 26 Jan 2009 17:19:49 +0000 http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm#comment-7785 Some very good points here. If I want to just make a payment or something simple, I don't care to discuss it with anyone, I would rather automated or online. But, if I have an issue that I would like to discuss, I would love to have a more personalized approach taken. Good service certainly secures my retention as a customer somewhere. Some very good points here. If I want to just make a payment or something simple, I don’t care to discuss it with anyone, I would rather automated or online. But, if I have an issue that I would like to discuss, I would love to have a more personalized approach taken. Good service certainly secures my retention as a customer somewhere.

]]> By: David Jones http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm/comment-page-1#comment-6017 David Jones Thu, 11 Dec 2008 20:46:57 +0000 http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm#comment-6017 I have come through the evolution of CRM to CIM to CEM ... but I believe that the best way to sum it up is to go to the Marketing Department and ask them what the "brand experience" is for the company, and then to figure out what that means in terms of the actions and behaviors of a call center. In that sense, the "actors" in a call center who dole out the actions and behaviors are both human and automated (IVR, CTI, and web). I have come through the evolution of CRM to CIM to CEM … but I believe that the best way to sum it up is to go to the Marketing Department and ask them what the “brand experience” is for the company, and then to figure out what that means in terms of the actions and behaviors of a call center. In that sense, the “actors” in a call center who dole out the actions and behaviors are both human and automated (IVR, CTI, and web).

]]> By: jorobinson http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm/comment-page-1#comment-6011 jorobinson Thu, 11 Dec 2008 17:27:26 +0000 http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm#comment-6011 Hi Richard We ran an article giving advice on how to deal with a 'runaway talker' on the phone, which you may find useful. Here is the link for you: http://www.callcentrehelper.com/how-can-i-control-a-runaway-talker-on-the-telephone-1693.htm Thanks - Jo Hi Richard

We ran an article giving advice on how to deal with a ‘runaway talker’ on the phone, which you may find useful.

Here is the link for you:

http://www.callcentrehelper.com/how-can-i-control-a-runaway-talker-on-the-telephone-1693.htm

Thanks – Jo

]]> By: John I. Todor, Ph.D. http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm/comment-page-1#comment-6005 John I. Todor, Ph.D. Thu, 11 Dec 2008 14:59:31 +0000 http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm#comment-6005 Richard, I would like to add that a focus on the customer experience is especially critical in tough economic times. You and your readers might be interested in a recently publication by Ogilvy's Customer Futures Group titled, "The Importance of the Customer Experience in a Down Economy." This 84 page, 18 author document can be download free at www.customerfutures.com/downeconomypublication John Richard,

I would like to add that a focus on the customer experience is especially critical in tough economic times. You and your readers might be interested in a recently publication by Ogilvy’s Customer Futures Group titled, “The Importance of the Customer Experience in a Down Economy.” This 84 page, 18 author document can be download free at http://www.customerfutures.com/downeconomypublication

John

]]> By: richard http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm/comment-page-1#comment-6003 richard Thu, 11 Dec 2008 14:31:00 +0000 http://www.callcentrehelper.com/what-is-customer-experience-management-cem-2426.htm#comment-6003 I work in a telephony centre for a major UK bank, how does one deal with customers who ramble on and on BUT and a very important BUT have very high credit balances which the bank would not wish to lose, any tips I work in a telephony centre for a major UK bank, how does one deal with customers who ramble on and on BUT and a very important BUT have very high credit balances which the bank would not wish to lose, any tips

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