Measuring customer experience

June 22nd, 2010

Fredrik Abildtrup, the CEO of TeleFaction discusses how you can measure the customer experience effectively to produce true levels of satisfaction. Read the rest of this entry »

Measuring customer experience

May 26th, 2010

The CEO of TeleFaction discusses how you can measure the customer experience effectively to produce true levels of satisfaction. Read the rest of this entry »

Apostles and Terrorists – Understanding Customer Loyalty

February 15th, 2010

We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Xerox and Intuit. Read the rest of this entry »

Prerequisites for cross and up-sales

January 19th, 2010

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »

Apostles and Terrorists – Understanding Customer Loyalty

January 19th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. Read the rest of this entry »

Prerequisites for cross- and up-selling

September 26th, 2009

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read the rest of this entry »

Prerequisites for cross- and up-selling

September 26th, 2009

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. But unfortunately most of the time these important employees have become controlled by handling and hold times, rather than building the important relationship between customer and company. Read the rest of this entry »

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