The Voices of Telerx http://valueofx.telerx.com/blog Insights and observations about the customer care outsourcing industry Wed, 04 May 2011 14:02:40 +0000 en-US hourly 1 SOCIAL CRM IN HEALTHCARE-New millennial challenges in a ponderous regulatory environment http://valueofx.telerx.com/blog/social-crm-in-healthcare-new-millennial-challenges-in-a-ponderous-regulatory-environment/ http://valueofx.telerx.com/blog/social-crm-in-healthcare-new-millennial-challenges-in-a-ponderous-regulatory-environment/#comments Tue, 03 May 2011 17:30:27 +0000 BarryPeters http://valueofx.telerx.com/blog/?p=110 This is an excerpt from an article printed in SOCAP CRM Magazine found here. The article was co-authored by Steve DeLabio, Strategic & Analytic Consulting, Epsilon. As marketers in the pharmaceutical industry continue to evaluate Social CRM, solutions must be modified to address existing issues that are exacerbated by rapidly changing technology. It is noteworthy [...]

The post SOCIAL CRM IN HEALTHCARE-New millennial challenges in a ponderous regulatory environment appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/social-crm-in-healthcare-new-millennial-challenges-in-a-ponderous-regulatory-environment/feed/ 0 The Year In Customer Care http://valueofx.telerx.com/blog/the-year-in-customer-care/ http://valueofx.telerx.com/blog/the-year-in-customer-care/#comments Tue, 28 Dec 2010 18:32:19 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=105 The Social Customer recently published its crowd-sourced eBook called The Year in Customer Care. The book is a compilation of 2010 blog posts voted on by TSC readers. As 2010 draws to a close, I’m posting this to share this collection of insightful commentary with you. And, to entice you, I’ve provided a few comments [...]

The post The Year In Customer Care appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/the-year-in-customer-care/feed/ 0 Mister. Can You Spare Some Change? http://valueofx.telerx.com/blog/mister-can-you-spare-some-change/ http://valueofx.telerx.com/blog/mister-can-you-spare-some-change/#comments Fri, 17 Dec 2010 19:07:52 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=102 Because change seems to be hard to come by; and it’s just plain hard to do. Now, I appreciate that, for most of you reading this, change is actually quaint and a tad bit on the boring side. I tend to prefer disruption. But, for a large segment of business, change is a difficult thing [...]

The post Mister. Can You Spare Some Change? appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/mister-can-you-spare-some-change/feed/ 0 On The Way to SOCAP Annual Conference http://valueofx.telerx.com/blog/on-the-way-to-socap-annual-conference/ http://valueofx.telerx.com/blog/on-the-way-to-socap-annual-conference/#comments Sun, 17 Oct 2010 22:14:20 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=93 I’m on my way to San Francisco for the annual conference of the Society of Consumer Affairs Professionals (SOCAP). Historically, the content of this conference, and the attendees, has been very focused on in-the-trenches issues that consumer affairs – a unique band of customer service people – professionals deal with day to day. Such topics [...]

The post On The Way to SOCAP Annual Conference appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/on-the-way-to-socap-annual-conference/feed/ 0 Things Aren’t Always What They Appear http://valueofx.telerx.com/blog/85/ http://valueofx.telerx.com/blog/85/#comments Thu, 14 Oct 2010 12:52:01 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=85 When presented with a new problem, an unknown entity, it’s human nature to compartmentalize that new quantity under a heading that is well known and familiar. This process helps us make sense of things. It helps us apply our experience and existing knowledge to the problem in an effort to simplify and solve. But, bucketing [...]

The post Things Aren’t Always What They Appear appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/85/feed/ 0 Channel Your Energy http://valueofx.telerx.com/blog/channel-your-energy/ http://valueofx.telerx.com/blog/channel-your-energy/#comments Wed, 15 Sep 2010 13:25:27 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=74 Again the dynamic, fast-paced, wild and informative #custserv chat on Twitter last week is bringing me here to see if I can sort through an issue in a slightly lower gear. If you’ve ever participated in these chats on Tuesday nights, you know the speed at which the tweets fly by; allowing for a mere [...]

The post Channel Your Energy appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/channel-your-energy/feed/ 0 Does Influence Matter In Customer Service? http://valueofx.telerx.com/blog/does-influence-matter-in-customer-service/ http://valueofx.telerx.com/blog/does-influence-matter-in-customer-service/#comments Thu, 19 Aug 2010 17:06:59 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=65 No. My opinion of that was solidified last week thanks to a band of real smart folks led by Wim Rampen. Wim tossed some tweet chum out there last week with this: This whole search for influencers and influence doesn’t sit right with me…what are your thoughts? I took the bait. And, this started a [...]

The post Does Influence Matter In Customer Service? appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/does-influence-matter-in-customer-service/feed/ 2 What is Customer Service? http://valueofx.telerx.com/blog/what-is-customer-service/ http://valueofx.telerx.com/blog/what-is-customer-service/#comments Thu, 29 Jul 2010 13:02:37 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=62 I’ve never taken one of those Rorschach tests. You know the psychological test in which you’re shown a series of inkblots and are supposed to say the first thing that comes to mind? These are supposed to evaluate your personality characteristics and emotional functioning. So, what’s the first thing that popped into your head when [...]

The post What is Customer Service? appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/what-is-customer-service/feed/ 0 Be Nimble. Be Social. http://valueofx.telerx.com/blog/be-nimble-be-social/ http://valueofx.telerx.com/blog/be-nimble-be-social/#comments Tue, 29 Jun 2010 19:27:33 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=59 This past weekend, I had the distinct pleasure of chatting with Jon Ferrara, the founder and CEO of Nimble. Jon is a true CRM pioneer, having started Goldmine back in the 1980′s on little more than a vision and a passion for connecting people. In our conversation, it became clear, that passion still burns as [...]

The post Be Nimble. Be Social. appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/be-nimble-be-social/feed/ 3 Automatic Shouldn’t Be Robotic http://valueofx.telerx.com/blog/automatic-shouldnt-be-robotic/ http://valueofx.telerx.com/blog/automatic-shouldnt-be-robotic/#comments Wed, 16 Jun 2010 17:51:44 +0000 Barry Dalton http://valueofx.telerx.com/blog/?p=57 We’ve all experienced them. And, done well, I happen to be a big fan. And yes, we at Telerx leverage them on behalf of our clients. They are the automated inbound/outbound IVR. You know. The machine voice that interacts with you on the customer service line in lieu of a live agent. Inbound IVR started [...]

The post Automatic Shouldn’t Be Robotic appeared first on The Voices of Telerx.

]]> http://valueofx.telerx.com/blog/automatic-shouldnt-be-robotic/feed/ 4