Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog

(by Saídos da Concha)In my former life as a contact center manager, I always stated that technology is about how things are done.  And the only solid foundation for the how is to challenge assumptions. Indeed, by investigating how customers will be acting in the forth coming years and tweaking your approach.  And as stated by Wim (with whom i worked as a contact center manager) that is not about systems. Although it assumes a very systematic approach.

Found at Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog.

True, yet disappointing
I have to admit though, that I am disappointed with these predictions, because they are true. They show that vendors in the Customer Service arena, are hardly making any progress in understanding and shaping what it is Customer Service managers are trying to get done, now and within the next 2 to 5 years out.

Read all at Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog.

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Wim After having read Rampen’s Blog about the Dutch Customer Performance Index, I even became more proud because of Unive

Pim Jonkman and Wim Rampen
Image by zilver pics via Flickr

Some time ago I worked with Wim Rampen. Not only as consultant but also as a person a very nice man. That’s why I always follow his posts.  Because of working relationship I am reluctant to include referrals to his blog. But now our company has won the award in the branche financial institutions, i had to refer to (and to be honest not our department was honored). And it is true great!

Found at http://contactcenterintelligence.wordpress.com

I found a new Dutch initiative to measure a Company’s Customer Performance: The Dutch Customer Performance Index (DCPI) (Dutch only) – a new objective and validated index for measurement of Customer performance – . I thought it worthwhile sharing with you.

The Dutch Customer Performance Index is an initiative of the Customer Insights Center of the University of Groningen (Dutch only), intelligence bureau MIcompany and market researcher MetrixLab. The University of Groningen is responsible for the scientific bases of the research. MIcompany determines wich value companies create for themselves from their Customers and MetricLab is repsonsible for data collection and building the benchmark database.

The DCPI conducts their research on a regular basis for 80 of the largest service providers in The Netherlands, which is based on a research base of 4.000 Dutch consumers.

Read more at http://contactcenterintelligence.wordpress.com

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What Mitch Lieberman has discovered because of Twitter

Twitter Power
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What Mitch Lieberman has discovered because of Twitter social media http://ping.fm/Kp5ab

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What Wim Rampen has discovered about Twitter

What Wim Rampen has discovered about Twitter..#CRM CEM http://ping.fm/EgSEf

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