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

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,…

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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

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)…

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