Article: Creating a VOC Program in Your Call Center

CustomerFeedback

Writing on The Customer Management Blog, John Goodman shares thoughts on the importance of an effective Voice of the Customer (VOC) program. Even if your center is fairly small you MUST have a VOC program because it keeps your staff happy and it demonstrates your strategic worth to top management. … [Read more...]

Apple Customer Gone Wild, and What Else We Know about Customer Rage

get-past-the-hype

Scott M. Broetzmann, CCMC President & CEO, reflects on customer rage and the marketplace obsession and manipulation of social media. As he puts it: “Wouldn’t it be better to actually fix problems and design better products than to manage fallout?” So what have Broetzmann and his colleagues … [Read more...]

ASQ Service Quality Conference: Seizing The Competitive Advantage in Customer Service

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The 22nd Service Quality Conference sponsored by ASQ will be held Monday, Oct. 7 – Tuesday, Oct. 8, 2013, at the Planet Hollywood Resort, Las Vegas. This year’s theme is “Seizing the Competitive Advantage With Service Quality.” The conference provides how-tos, step-by-step advice, the latest in … [Read more...]

Big data: boon to improving customer experience, bane of researchers?

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Published in the June 2013 Quirks Report, David Beinhacker (Chief Research Officer) and John Goodman (Vice Chairman) share their insights on how to use big data to navigate the customer experience. Click to download a PDF of the article entitled Big data: boon to improving customer experience, … [Read more...]

Treat employees as your customers, not as robots

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John A. Goodman publishes an article on the Washington Business Journal website. The online version of the Washington Business Journal has the latest breaking business news, updated throughout the day, some of this week's top stories from the Washington Business Journal and other popular features … [Read more...]

Marketplace.org Podcast: What makes you happy when your call is put on hold?

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Scott M. Broetzmann, CCMC President & CEO, talks with NPR's Marketplace Business about the fallacy of using music to soothe the caller on hold. Click here to read the full article on the Marketplace.org website. Download a PDF of the article entitled What makes you happy when your call is … [Read more...]

Eight words and phrases every customer-focused company should endeavor to eliminate from its vocabulary

shut-up

John Goodman, CCMC Vice Chairman, opines on the eight words and phrases every customer-focused company should endeavor to eliminate from its vocabulary. Download the full article from Contact Center Pipeline entitled 'Shut your mouth".(PDF, 9Mb) … [Read more...]

Men’s Health Magazine: How to get what you want when complaining

everything-you-want

Scott M. Broetzmann, President & CEO of CCMC, talks with Men's Health Magazine about how to get what you want when complaining. Sometimes you feel compelled to speak up if you think you’ve been wronged. But instead of posting profanity-laden messages in the comments section (don’t get any … [Read more...]

Webinar: Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience

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Together with the WP Carey School of Business, John Goodman, Vice Chairman, recently published a webinar titled 'Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience' Visit our new CCMC page to watch John's webinar. "Winning CFO approval for investing in the … [Read more...]

John Goodman’s offers his views on ‘Treating Employees As Customers’ in ICMI’s Expert Angle

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John Goodman writes on the International Customer Management Institute (ICMI) website about workload and dissatisfaction and the impact on employee satisfaction. ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers. John … [Read more...]