Archive for December, 2008
Smart Call #45 — Summer listening special: Phobic agents and 2009 predictions
December 18th, 2008In the last Smart Call for 2009, we have a special look back at 2008 and predictions for 2009, with Kevin Panozza, Genesys’ Jason Stirling and callcentres.net’s Dr. Catriona Wallace.
But before we get there, we have one of the year’s most interesting stories, as UCMS’ General Manager for Human Resources, Wendy Bonici, explains how the [...]
Smart Call #44 — Treating your customers like ants
December 12th, 2008This week, we learn how studies of ant behaviour could transform your online customer service. The idea, as explained by RightNow’s Doug Warner, is that just as ants follow trails laid down by other ants to find food, you can find trails to useful information laid down by your customers.
Once you know where those trails [...]
Smart Call #43 — Exposing your queue to customers
December 5th, 2008Can you imagine letting your customers know your current time-to-answer statistics before they call? Would you do it if time-to-answer was 20 minutes?
Adelaide Internet Service Provider Internode has done just that. Click here and you’ll see the data the company offers its customers.
Of course those statistics can also be seen by Internode’s prospects … and [...]