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When it comes to customercare across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customercare specialists at Vcare voted on fifty of the top thought leaders in our space.
This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customercare processes a boost. .
Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at CustomerCare Measurement and Consulting, an Alexandria, Va.,
Recontacts figure prominently in the story of recurring effort we discussed in our last post on the Four Flavors of Customer Loyalty (the moment the customer “breaks” from the sheer exhaustion of doing business with the company). In no uncertain terms: Repeat contacts are toxic to the customer experience.
According to the State of Customer Service , the ability to calculate the return on investment from customercare is a weak point. How Well Can You Measure the ROI of Your Customer Service Initiative? The Surge of Mobile CustomerCare. Here are some stats to think about when considering mobile customercare.
The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO. OCAP’s new Professional Development Forum (formerly the Symposium) has been designed to help customercare professionals address these various roles and workplace realities.
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