A Warning to Contact Centers: Give Power Back to the People

These tried-and-true methods could improve your relationships with your customers. How would you build a customer experience strategy to engage, inspire and guide?

You Got Your CEM in My CRM!

This article is written by Nadine Tafford. Nadine is an experience consultant with competencies gained over 10 years of consultative solution selling of software and services solutions to corporate and government organisations. Focused on solution consulting and troubleshooting, Nadine specialises in helping businesses optimising their performance in areas such as: Solution selling, Customer Experience, CRM, Document Solutions and Business Intelligence.

4 Biggest Issues Facing the Contact Center in 2013

2013 is the year for finding the right employees and keeping the right talent. Brian Flagg, Senior Client Executive for Cincom Systems was featured on an expert panel during a Contact Center Spring 2013 Conference where he shared the best practices, social media tips, technologies and hiring strategies for the upcoming year. Technology “Technology can […]

United Airlines Fails at Customer Experience Management

United could have made some simple changes to prevent a viral CRM failing

8 Strategic Steps to Turn Customers into Brand Advocates

Tips from a new Cincom Australia White Paper explain the difference between CRM and CEM in a a practical and realistic guide to achieving a tailored and agile Customer Experience Management approach.

Executive Interview with Brian Flagg Featured on ContactCenterWorld.com

Flagg discusses customer service issues and his recommended route to improve customer service and increase loyalty to your brand.

Extreme Experience: Zip-lining in Hocking Hills, Ohio

This weekend I went to Hocking Hills OH for a weekend getaway with my 5 siblings and our families. Hocking Hills is a regional treasure in southeast Ohio. Our first activity was zip-lining. We booked through Hocking Hills Canopy Tours. So besides the exhilaration of zooming in, over, and under the canopy of trees and […]

Frustrated Passenger Sings Out about United Airlines Experience

In the spring of 2008, Canadian musician Dave Carroll and his band were changing planes in Chicago’s O’Hare International Airport.  During the stop-over, the band watched in horror as baggage handlers threw their guitars around. Later when Carroll arrived in Omaha, he would discover that his $3,500 Taylor guitar had been damaged. For nearly a […]