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	<title>Customer Facing Systems &#187; Call/Contact Centers</title>
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	<description>Where your business connects with your customer</description>
	<pubDate>Mon, 18 Apr 2011 07:26:31 +0000</pubDate>
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		<title>Customer Experience Marketing &#038; Customer Facing Systems</title>
		<link>http://www.blog.cfsystems.org/2009/01/customer-experience-marketing-customer-facing-systems/</link>
		<comments>http://www.blog.cfsystems.org/2009/01/customer-experience-marketing-customer-facing-systems/#comments</comments>
		<pubDate>Mon, 05 Jan 2009 06:08:39 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<category><![CDATA[Web Sites]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=111</guid>
		<description><![CDATA[I was reading the editorial on CRMToday&#8217;s web site by John Stanhope about Customer Experience Marketing. I was particularly impressed with his definition:

&#8220;Customer Experience Marketing (CEM) is a subset of an organization’s overall customer experience management strategy and drive to become customer-centric. CEM is about managing every single part of the interaction and experience a [...]]]></description>
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		<title>HP Continued: Lessons Learned</title>
		<link>http://www.blog.cfsystems.org/2008/11/hp-continued-lessons-learned/</link>
		<comments>http://www.blog.cfsystems.org/2008/11/hp-continued-lessons-learned/#comments</comments>
		<pubDate>Wed, 19 Nov 2008 00:07:09 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<category><![CDATA[Human Activity Systems]]></category>

		<category><![CDATA[Web Sites]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=88</guid>
		<description><![CDATA[So, what have we learned or what can we take away from the experience with HP?

Even large companies make mistakes
No matter how well you think you&#8217;re doing, that might not be a customer&#8217;s perspective
Live connections demand responsiveness
Organize web knowledge bases to making finding answers to unexpected questions easy
Watch the Internet - Blogs, message board posts, [...]]]></description>
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		<item>
		<title>HP Continued: The Problem &#038; Searching</title>
		<link>http://www.blog.cfsystems.org/2008/11/hp-continued-the-problem-searching/</link>
		<comments>http://www.blog.cfsystems.org/2008/11/hp-continued-the-problem-searching/#comments</comments>
		<pubDate>Sat, 08 Nov 2008 23:10:42 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=86</guid>
		<description><![CDATA[Continuing on with the discussion I started in the last posting about the OfficeJet 6310, the problem I was researching had the following specific issues:

Scanning - when connected through a network to my Mac, attempts to scan failed 9 times out of 10. I&#8217;d start a scan, and an error message would come back saying [...]]]></description>
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		<title>Hewlett Packard - Customer Facing Failure</title>
		<link>http://www.blog.cfsystems.org/2008/11/hewlett-packard-customer-facing-failure/</link>
		<comments>http://www.blog.cfsystems.org/2008/11/hewlett-packard-customer-facing-failure/#comments</comments>
		<pubDate>Wed, 05 Nov 2008 21:23:56 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<category><![CDATA[Web Sites]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=84</guid>
		<description><![CDATA[Let&#8217;s face it, I LOVE Hewlett-Packard equipment. I fell in love years ago with their calculators and their test equipment. My experiences were all positive. My HP45 was not my first calculator, but it was the first calculator that I LOVED as a tool.
During years of working in science and engineering, I encountered a number [...]]]></description>
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		</item>
		<item>
		<title>How efficient is your Customer Facing System</title>
		<link>http://www.blog.cfsystems.org/2008/11/how-efficient-is-your-customer-facing-system/</link>
		<comments>http://www.blog.cfsystems.org/2008/11/how-efficient-is-your-customer-facing-system/#comments</comments>
		<pubDate>Sun, 02 Nov 2008 02:00:20 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<category><![CDATA[General]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=82</guid>
		<description><![CDATA[Whether you&#8217;re running a Call Center, a Web Store, or just talking to customers across a counter, efficiency needs to be an important part of what you&#8217;re doing. The problem is, very few advisers give you the full story about efficiency when proposing changes to processes, technology, or anything else.
Efficiency is often looked down on [...]]]></description>
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		<item>
		<title>Technology isn&#8217;t your most important consideration &#8230; BUT &#8230;</title>
		<link>http://www.blog.cfsystems.org/2008/10/technology-isnt-your-most-important-consideration-but/</link>
		<comments>http://www.blog.cfsystems.org/2008/10/technology-isnt-your-most-important-consideration-but/#comments</comments>
		<pubDate>Tue, 14 Oct 2008 03:17:19 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<category><![CDATA[Hard Systems]]></category>

		<category><![CDATA[Hardware]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=74</guid>
		<description><![CDATA[It&#8217;s one thing to say that the heart of a customer facing system is NOT in it&#8217;s technology, which is true. Good people can do great things with terrible technology. I&#8217;ve studied systems where people were handed their customer contact information on 3X5 cards and worked with that. However, good people with good technology support [...]]]></description>
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		</item>
		<item>
		<title>Collaboration Systems</title>
		<link>http://www.blog.cfsystems.org/2008/10/collaboration-systems/</link>
		<comments>http://www.blog.cfsystems.org/2008/10/collaboration-systems/#comments</comments>
		<pubDate>Sat, 04 Oct 2008 19:56:20 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<category><![CDATA[Systems Analysis & Design]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=70</guid>
		<description><![CDATA[One of the important problems you need to deal with when building a Customer Facing System is collaboration support. Not necessary you say? Don&#8217;t believe it.
During the analysis of a company&#8217;s support services, we uncovered an interesting problem. it seems that customers had learned that they could call into the service line and ask for [...]]]></description>
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		</item>
		<item>
		<title>A question you should ask yourself</title>
		<link>http://www.blog.cfsystems.org/2008/10/a-question-you-should-ask-yourself/</link>
		<comments>http://www.blog.cfsystems.org/2008/10/a-question-you-should-ask-yourself/#comments</comments>
		<pubDate>Sat, 04 Oct 2008 03:34:46 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=68</guid>
		<description><![CDATA[As I&#8217;ve worked with different organizations, one question has often given me the key to unlocking problems with a particular organization. In a calling center, for example, I&#8217;ll sit down with the center manager and ask them to explain how their compensation and especially how their bonus is computed? I explain that I don&#8217;t need [...]]]></description>
		<wfw:commentRss>http://www.blog.cfsystems.org/2008/10/a-question-you-should-ask-yourself/feed/</wfw:commentRss>
		</item>
		<item>
		<title>Try this Exercise</title>
		<link>http://www.blog.cfsystems.org/2008/09/try-this-exercise/</link>
		<comments>http://www.blog.cfsystems.org/2008/09/try-this-exercise/#comments</comments>
		<pubDate>Wed, 01 Oct 2008 05:13:43 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=66</guid>
		<description><![CDATA[Here&#8217;s an exercise I often assign during the initial work up on a project. At the point I do this, I have a company team together with front-line people and at least one supervisor or manager. I don&#8217;t allow programmers or techies in until we&#8217;ve spent some time getting people thinking clearly about what they [...]]]></description>
		<wfw:commentRss>http://www.blog.cfsystems.org/2008/09/try-this-exercise/feed/</wfw:commentRss>
		</item>
		<item>
		<title>Building Customer Facing Systems</title>
		<link>http://www.blog.cfsystems.org/2008/09/building-customer-facing-systems/</link>
		<comments>http://www.blog.cfsystems.org/2008/09/building-customer-facing-systems/#comments</comments>
		<pubDate>Thu, 25 Sep 2008 02:56:38 +0000</pubDate>
		<dc:creator>tdettmann</dc:creator>
		
		<category><![CDATA[Call/Contact Centers]]></category>

		<category><![CDATA[System Development]]></category>

		<category><![CDATA[Systems Analysis & Design]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=30</guid>
		<description><![CDATA[I was reviewing some old magazines today, and was struck by two with implications for CFS construction. The first, in the July 2006 issue of Communications of the ACM (Avison, et. al, &#8220;Managerial IT Unconsciousness&#8221;, Comm ACM 49:7, July 2006, pp89-93) was in a special issue about Service Systems. It reviewed three studies done in [...]]]></description>
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