Horizon CX

AUGUST 3, 2012

'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.

Customer advocacy 40

Customer advocacy Metrics Surveys Customer Experience 40

Customer Interactions

AUGUST 1, 2012

'When you hear the term “perimeter security” it probably conjures up images of fences, video cameras, and sensors. There are literally hundreds of different sensors and systems that organizations can use today to protect the perimeter.In fact, it’s not uncommon to use multiple detection methods. The problem is, if these systems are working in isolation, they could each tell you something important, but they won’t tell you everything you need to know.

Analytics 28

Analytics Personalization Management 28

Brad Cleveland Blog

AUGUST 2, 2012

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

Call Center 20

Call Center Contact Center Customer Service Management 20

Brad Cleveland Blog

AUGUST 2, 2012

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

Call Center 20

Call Center Contact Center Customer Service Management 20

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Brad Cleveland Blog

JULY 31, 2012

Brad shares the traits that are common among successful contact centers. Brad shares the traits that are common among successful contact centers.

Call Center 20

Call Center Management Contact Center 20