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Coffee Break with Game-Changers, presented by SAP

Coffee Break with Game-Changers, presented by SAP

Wednesday at 8 AM Pacific/11 AM Eastern

May 02nd 2012:Great Customer Service: Is Your Call Center Missing the Obvious?

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

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Featured Guests

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Becky Carroll

Becky Carroll is a Director in PwC’s Customer Impact Consulting group and leads the social media consulting practice in Southern California, as well as the firm’s Social Care practice. Becky helps clients define and implement strategies to drive digital customer engagement and improved customer experiences resulting in business impact throughout the social enterprise. She is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011) on the topic of customer experience and loyalty; her book has been used as a textbook at Johns Hopkins University. She was the Social Media Contributor for the NBC TV Morning Show in San Diego and
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Esteban Kolsky

Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on customer strategies. He has spent over 22 years in customer service and CRM consulting, research, and advisory services. During his eight years at Gartner, he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). He also researched and wrote on the social networking topics that led to today’s revolution, and assisted Fortune 500 and Global 2,000 organizations in CRM deployments. Mr. Kolsky now advises vendors and organizations how to extend customer interactions from the CRM niche to the entire organization to become Social Businesses.
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Anthony Leaper

Anthony Leaper is responsible for business development of SAP’s Social Collaboration product, specializing in how it relates to the customer experience space. A software, marketing and sales enthusiast, Anthony has “a personal, almost manic, bias to exceed customer’s expectation”, matured from nearly 30 years of experience in developing systems for improving customer relationships. Previously, Anthony was responsible for SAP’s CRM Solution Management, pushing innovation to deliver vision and capabilities focused on helping businesses improve their customer’s experiences. A founding member of Siebel Systems from 1997, Anthony became universally recognized as a leading authority on CRM technol
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https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 17/10/2018 08:00 17/10/2018 09:00 Coffee Break with Game-Changers, presented by SAP https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 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? VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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