ICMI's Customer Management Insight - September 2007 - (Page 3) SEPTEMBER 2007 Legal Compliance Make sure your policies satisfy both Monitoring and Coaching customers and regulators. Develop a culture of positive feedback and agent development. STRATEGY TECHNOLOGY Email Management 12 20 1 30 PEOPLE OPERATIONS Best practices for handling ACCE Preview customer email contacts. A look at the topics, research and exciting events taking place in San Diego. Departments 5 Editor’s Page Heading Off to ACCE AD INDEX Employment Technologies ICMI-Call Center Knowledge Online ICMI-consulting ICMI-membership ICMI-publications ICMI-publications ICMI-training ICMI-webcast Interior Concepts Jabra NICE Systems Verint Systems 19 2 18 43 39 4 26 56 51 55 15 M 44 icmi’s insight 10 Contact Center Spotlight American Express de España 16 Industry Research Global Research on Customer Satisfaction; Help Desk Support Issues; Excessive Agent Attrition Rates 27 Recommended Reading 40 Expert’s Angle 45 Expert’s Angle 52 Expert’s Angle 3 Ad Index Customer Experience: Eight Ways to Build Loyalty Getting a Real Measure on Satisfaction Make Your Center the Focus of an Actionable VOC Process Train to Retain Top-Performing Agents www.icmi.com | SEPTEMBER 2007 3 http://www.icmi.com
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