Archive | November, 2009

Customer Service Inspiration

Tomorrow, we will be celebrating Thanksgiving in the United States; a time when we reflect upon what we are grateful for and we reconnect with our friends and family. Thank you for visiting the Telrex blog and participating in the community. You are appreciated! Before heading out for the holiday weekend, I thought that I [...]

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Leverage the Voice of the Customer

Bruce Temkin, an analyst for Forrester Research, recently blogged about his report “Sixteen Voice of the Customer Recommendations,” commenting on the lessons that top companies have learned from implementing voice of the customer [VoC] programs. (View Temkin’s posts on these blogs: Customer Experience Matters and the 1to1 Media Blog.) Temkin quotes a healthcare company about [...]

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Are You Listening to Your Customers?

Today, Mila D’Antonio posted an article on the 1to1 Blog titled “Turn Up the Volume on Customer Listening.” In the article, D’Antonio provides strong examples of companies that are effectively putting the voice of the customer to work within their organization. One example especially caught my eye: iRobot: By conversing with customers, the company unearths [...]

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Boosting Employee Productivity

I recently came across an article on Call Center Cafe titled “Five Reasons for a Lack of Productivity.” The article outlines five top reasons for a lack of maximum productivity from employees, including: Lack of supervision Insufficient training Exclusion from the decision-making process No reward for good performance No opportunity for advancement The article argues [...]

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