rick sherman's Discussions
Customer excellence frostbite
Started Jun 25
The *Real* Cost of Offshore Outsourcing
Started May 5
Customer Experience, Recession - Fan Friendly?
Replied Dec. 8, 2008
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I heard a story this weekend that I thought was a perfect analogy to the lip service many companies are paying today for their "Customer focus" and "Strategic Customer Experience Initiative" ... sounds good in the board room and in the press to sh...
"Customer Service" FROSTBITE
I heard a story this weekend that I thought was a perfect analogy to the lip service many customers and executives are paying today for their "Customer focus" and "Strategic Customer Experience Initiative" ... sounds g...
Thought this article was interesting, it certainly raises some questions. I do not think the good outsourcers will need to worry, but the low tier shops may be in trouble. The key seems to be accountability; the outsourcee is throwing money away a...
Profile Information
- Company Name:
- Aon Consulting
- Industry:
- Business services/Consulting
- Job Title or Area of Expertise:
- VP Call Center Performance
- Total Number of Contact Center Agents (FTEs):
- 0
- Website:
- http://www.aon.com
- I am available to help other members by answering questions in the following areas:
- Center performance, Quality Monitoring, customer loyalty, call center cost reductions, roi for monitoring,
Rick sherman's Blog
customer service frostbite
"Customer Service" FROSTBITE
I heard a story this weekend that I thought was a perfect analogy to the lip service many customers and executives are paying today for their "Customer focus" and "Strategic Customer Experience Initiative" ... sounds good in the board room and in the press to share holders but VERY few live it and make it a way of their company culture.
The ones that DO we all know, the ones that just talk the talk we all know too... we see them in the recent Hall of Shame service r… Continue
I heard a story this weekend that I thought was a perfect analogy to the lip service many customers and executives are paying today for their "Customer focus" and "Strategic Customer Experience Initiative" ... sounds good in the board room and in the press to share holders but VERY few live it and make it a way of their company culture.
The ones that DO we all know, the ones that just talk the talk we all know too... we see them in the recent Hall of Shame service r… Continue
Posted on June 23, 2009 at 9:00am —
Recent Business Week special report EXTREME CUSTOMER SERVICE
Hi, If you have not seen this edition yet pick it up. The focus is on customer service in this tough economy and why the smart companies are making it a top priority. Many good points that validate the thoughts we share on this site. Here is a link to just one of the articles.
http://www.businessweek.com/magazine/toc/09_09/B4121customer_service.htm?chan=magazine+channel_top+stories
Keep up the good work !
Rick
http://www.businessweek.com/magazine/toc/09_09/B4121customer_service.htm?chan=magazine+channel_top+stories
Keep up the good work !
Rick
Posted on February 27, 2009 at 10:12am —
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This is Pavan from Excelout Solutions. We are looking for the person who can get the inbound clients for the call centers. I'd like to ask you if it is possible for you to get the inbound projects to the call centers then we can work on contract and good revenue sharing model. Waiting for your quick response.
Thank You,