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	<title>Customer Facing Systems &#187; Customer Service</title>
	<atom:link href="http://www.blog.cfsystems.org/category/customer-service/feed/" rel="self" type="application/rss+xml" />
	<link>http://www.blog.cfsystems.org</link>
	<description>Where your business connects with your customer</description>
	<pubDate>Mon, 18 Apr 2011 07:26:31 +0000</pubDate>
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		<title>How well do you support your customer facing people?</title>
		<link>http://www.blog.cfsystems.org/2009/01/how-well-do-you-support-your-customer-facing-people/</link>
		<comments>http://www.blog.cfsystems.org/2009/01/how-well-do-you-support-your-customer-facing-people/#comments</comments>
		<pubDate>Thu, 29 Jan 2009 19:45:57 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=141</guid>
		<description><![CDATA[A recent incident raised again the issue of supporting the people who speak directly to people. The systems that support them are exceptionally important, but all too often are difficult to handle. Here is the incident as it happened:

I walked into a facility locally to pay a bill. Went to the customer service desk where [...]]]></description>
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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>More Modeling</title>
		<link>http://www.blog.cfsystems.org/2008/12/more-modeling/</link>
		<comments>http://www.blog.cfsystems.org/2008/12/more-modeling/#comments</comments>
		<pubDate>Wed, 31 Dec 2008 20:00:29 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Customer Service]]></category>

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

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=109</guid>
		<description><![CDATA[Customer Facing Systems need to be understood. That was the whole point of several of my recent postings. I wanted to share still another model which was part of a facilitated modeling session from years ago.

I&#8217;ve been rebuilding this model as an exercise to think about some of the influences again. Let me emphasize that [...]]]></description>
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		<item>
		<title>A MOST Dangerous Time for Customer Facing Systems</title>
		<link>http://www.blog.cfsystems.org/2008/12/a-most-dangerous-time-for-customer-facing-systems/</link>
		<comments>http://www.blog.cfsystems.org/2008/12/a-most-dangerous-time-for-customer-facing-systems/#comments</comments>
		<pubDate>Thu, 25 Dec 2008 01:33:33 +0000</pubDate>
		<dc:creator>admin</dc:creator>
		
		<category><![CDATA[Customer Service]]></category>

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

		<guid isPermaLink="false">http://www.blog.cfsystems.org/?p=104</guid>
		<description><![CDATA[Over and over again it&#8217;s been proved, but apparently the lesson is never learned, good decisions come from understanding. If you don&#8217;t understand, you&#8217;re gambling. I don&#8217;t know if anyone is following this, but you need to think about YOUR customer facing system (CFS) now and what you plan to do to respond to the [...]]]></description>
		<wfw:commentRss>http://www.blog.cfsystems.org/2008/12/a-most-dangerous-time-for-customer-facing-systems/feed/</wfw:commentRss>
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		<item>
		<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>
		<wfw:commentRss>http://www.blog.cfsystems.org/2008/11/hp-continued-the-problem-searching/feed/</wfw:commentRss>
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		<item>
		<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>
		<wfw:commentRss>http://www.blog.cfsystems.org/2008/11/how-efficient-is-your-customer-facing-system/feed/</wfw:commentRss>
		</item>
		<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>
		<wfw:commentRss>http://www.blog.cfsystems.org/2008/10/collaboration-systems/feed/</wfw:commentRss>
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