June, 2010

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VoC Best Practices: Part I

InMoment XI

No one benefits from the customer perception that all their valuable input is falling into a black hole, being collected for the sake of collection and not to spur real action. Below are a few best practices for reminding customers they are being heard and their feedback is valued and for proving to customers that their input is being put to use driving lasting change within your organization.

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Service Untitled» Blog Archive » Employee satisfaction a key to.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee satisfaction a key to exemplary customer service Cheryl June 15, 2010 Customer Service , Employees 1 Comment A motivated workplace helps all of us do our jobs better. Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedi

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How Many Trees Make a Forest?

Customer Interactions

'OK, that might sound like an unusual title for a security blog, but bear with me. It will all make sense. Every day, we’re bombarded by interruptions. Some would say security is all about handling the interruptions. Handle the interruption, minimize the impact, and recover to normal operation as quickly as possible. It’s that simple. Except it’s not.

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VoC Best Practices: Part I

InMoment XI

No one benefits from the customer perception that all their valuable input is falling into a black hole, being collected for the sake of collection and not to spur real action. Below are a few best practices for reminding customers they are being heard and their feedback is valued and for proving to customers that their input is being put to use driving lasting change within your organization.

Feedback 150
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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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VoC Best Practices: Part I

InMoment XI

No one benefits from the customer perception that all their valuable input is falling into a black hole, being collected for the sake of collection and not to spur real action. Below are a few best practices for reminding customers they are being heard and their feedback is valued and for proving to customers that their input is being put to use driving lasting change within your organization.

Feedback 150

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Who Needs More Data?

InMoment XI

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

Data 150
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Who Needs More Data?

InMoment XI

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

Data 150
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Social Media: Ready… Fire… Aim

InMoment XI

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

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Social Media: Ready… Fire… Aim

InMoment XI

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Social Media: Ready… Fire… Aim

InMoment XI

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

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Service Untitled» Blog Archive » Interview with John Falcone of.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Interview with John Falcone of Sennheiser Douglas June 24, 2010 Culture , Customer Satisfaction , Interviews , Specific Companies No Comments I met John Falcone, who is the President and CEO of Sennheiser Electronic Corporation , a month or two ago while I was in San Francisco (thanks to Mike Faith for introducing us!

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Service Untitled» Blog Archive » How to use a customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives How to use a customer satisfaction survey to evaluate business performance Cheryl June 22, 2010 Customer Service , Surveys 1 Comment We all work hard to deliver quality and value to our customers, and feedback can provide some necessary insights into how well our staff is providing customer service and placing the needs of the customers

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Service Untitled» Blog Archive » Airlines customer satisfaction.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees.

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Making the Moment: The Art of Creating Events That Drive Results

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

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Service Untitled» Blog Archive » Accountability in customer service

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Accountability in customer service Cheryl June 14, 2010 Behind the Scenes , Employees , Little Things, Big Differences 2 Comments Accountability in customer service is our ability to account for our business actions and decisions.

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Service Untitled» Blog Archive » Book Review: Exceeding Customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Book Review: Exceeding Customer Expectations Cheryl June 08, 2010 Book Reviews , Culture , Customer Service , Specific Companies No Comments I just finished reading Kirk Kazanjian’s book Exceeding Customer Expectations which follows the humble beginnings of the 50 year old Enterprise Rent-A-Car business, which has grown into the la

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Service Untitled» Blog Archive » Customer service procedures and.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer service procedures and social media preparation Cheryl June 30, 2010 Customer Satisfaction , Little Things, Big Differences , Proactive No Comments You wouldn’t jump into a swimming pool if you didn’t know how to swim.

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How to Recognize Innovative Technology in the Gaming Sector and Why It Matters to You

Customer Interactions

'Each year companies that manufacture technology for the gaming sector participate and compete for your time at all or some of the 30+ gaming shows that are held worldwide. In the US the major show is the G2E (held each year in November at the Las Vegas Convention Center), followed by the World Game Protection Conference hosted and managed by Willy Allison.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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Choosing an IP camera

Customer Interactions

'Let’s talk about IP cameras. I like to think IP cameras nowadays are kind of like cars. Can you picture fuel economy as being very similar to bit rates? You’ve got your big honking Hummer which reminds me of MJPEG IP cameras – which are pretty to look at, if you can afford all the costs associated with them on the backside. You’ve got your hybrid cars which remind me of H.264 IP cams.

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NG9-1-1 ‘love’ was in the air at National NENA

Customer Interactions

'I just returned from the National NENA 2010 Conference that took place in Indianapolis this week. Two weeks following the completion of NENA’s second Industry Collaboration Event (ICE2), competing vendors who took part in the conference were smiling at each other, happy to meet again and talk about interoperability, and working together to get NG9-1-1 stuff done.

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What Next Gen 9-1-1 means to me – personally!

Customer Interactions

'Diamond Chaflawee made some excellent points about the benefits of Next Gen 9-1-1. But it was his blog title, “What does Next Gen 9-1-1 mean for you?” that struck me as poignant – because “what Next Gen 9-1-1 means to me” is something very personal. I have a daughter, and like most 21 year olds she uses a cell phone instead of a land line.

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