February 2012 - Rob McDougall speaks about improving the customer experience and the relationship between Business Interaction Management and First Contact Resolution (FCR).
December 2011 - There is a wealth of information in your company about customer experience. However, it's spread across technical silos in different departments under different managers with different goals. This article describes the three ways of measuring the customer’s experience.
October 2011 - Managing your customer’s interactions is a new approach to CRM that must have the same strategy and alignment across the business. Executives are realizing that the interactions they are having with their customers are driving their business and that understanding how the customers affect the business and how the business affects the customers is vital in this new century. Key to this understanding is a strategy that serves to capture interaction drivers, details, and contact reasons from every customer facing system for every interaction.
September 2011 - Businesses struggle with capturing those most elusive elements of the customer interaction – the reason and outcome of the contact. While hard to capture, this information remains the most important element of any customer interaction for use in understanding why the customer is contacting the company and how it services its customers. This is vital information when used to allocate budgets that impact customer retention and spend.
April 2011 - Michael Barbagallo evaluates Upstream Works' products.
