Age of the Customer with George Colony - Dreamforce 2014 Innovation Keynote

Age of the Customer with George Colony - Dreamforce 2014 Innovation Keynote

Age of the Customer with George Colony - Dreamforce 2014 Innovation Keynote

Empowered customers are disrupting every industry, ushering in a 20-year business cycle Forrester calls the age of the customer. In the age of the customer, the only sustainable competitive advantage is knowledge of and engagement with customers. The most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers. Companies will have to substantially increase investment in mobile, big data, great customer experience, and disruptive business models to win and retain customers. While companies have always, to a greater or lesser extent, called themselves "customer-centric," this is different. This is not about "customer-centric" thinking or "the customer is always right." Instead, the new power of customers the customer now matters more than any other strategic imperative.

By Vocalcom

6 Tips for Using Gamification to Drive Call Center Success

Motivating call center agents is important to keeping them happy and productive. After all, your brand’s customer service success relies heavily upon the performance of your agents, so any tools or practices that keep them empowered benefit your company and your customers alike. One such tool is gamification, a popular trend in call centers that uses game-like processes to drive,...
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