Great Customer Service: Is Your Call Center Missing the Obvious?

May 2, 2012
Hosted by Bonnie D. Graham

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Episode Description

Put on your consumer hat for a minute. Does your personal favorite customer service horror story end with how easily the offending company could have made your experience a dream, instead of a nightmare? Now put on your business hat. If you’ve heard such a tale of woe about your own company, do you know why? SAP’s Anthony Leaper believes it’s about the people you hire. “Are they emotionally attached to your brand and to the customer impression you want to leave behind?” Author Becky Carroll observes, “Customer service needs an extreme makeover. It's time to stop viewing customer service as a 'cost of doing business' and start viewing it as a key to ensuring business growth from existing customers.” Customer strategist Esteban Kolsky adds, “Becoming a beloved brand, the goal for most companies in the past 10-15 years, is no longer an objective; becoming a retained brand is.” Pour a cup and join us for food for thought on Great Customer Service: Is Your Call Center Missing the Obvious?

Technology Revolution: The Future of Now

Technology Revolution: The Future of Now

Wednesday at 8 AM Pacific/11 AM Eastern Time on VoiceAmerica Business Channel

Technology in many shapes, forms, and devices is already shaping nearly every aspect of your life. How? On your smart phone and tablet with thousands of apps to enhance your work and daily living. On streaming media that lets you watch TV and movies anytime anywhere. On social media where your voice is instantly amplified to reach the world. Think you’ve seen it all? Not! There’s more to come and you’re part of making it happen – right now. Join host Bonnie D. Graham as she speaks with future-focused visionaries on Technology Revolution: The Future of Now, broadcasting live every Wednesday at 8 AM Pacific Time/11 AM Eastern Time, on the Business Channel.

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Bonnie D. Graham

Bonnie D. Graham

Bonnie D. Graham has been producing and hosting live talk radio since 1998. She is the creator, producer and host of the weekly business talk series, “Coffee Break with Game-Changers, presented by SAP” that debuted in Fall 2011, plus more than two dozen related Game-Changers Radio series also heard on the VoiceAmerica Business Channel.

SAP helps companies of all sizes and industries run simple. From back office to boardroom, warehouse to storefront, operations to finance, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. We do this by extending the availability of software across on-premise installations, cloud and hybrid deployments, and mobile devices.

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