Satisfaction with contact centers drives loyalty. Well duh!

Its like saying temperatures rise when its hot. Here's the logic:

1. Contact Centers make the most contacts and conduct the vast majority of interactions with customers for businesses who have contact centers
2. Contacts and human and internet interaction between a business and a customer drive customer loyalty
3. Therefore Contact centers drive customer loyalty for their businesses

Meanwhile, budgets for contact centers continue to be cut in the recession.


That's why Oklahoma Central's Workforce Investment Board put together the Customer Care Professional Apprenticeship Program !

First in the nation certified by the US Department of Labor.....

The US government is ahead of the game on this!

Program for the Future at Open Source Conference 2009

The Program for the Future Global Design Challenge run by The Tech Museum of Innovation will be there at OSCON and we will be hosting a special event at The Tech Museum of Innovation just around the corner from the San Jose Convention Center on the evening of July 22nd.

Many of the concepts behind Service Enterprise Excellence and evidence-based Customer Experience Management (ebCEM) stem from my work with Douglas Engelbart, the inventor of the mouse and the man behind the microphone for the Mother of all Demos

I will be attending the OSCon-related Community Leadership Summit on Saturday afternoon. Let me know if you'd like to meet up. Tim O'Reilly's leadership in collective intelligence was recognized by the first Collective Intelligence Award to an individual, bestowed by Doug Engelbart on Dec 8, 2008 at Adobe.