Category: Client –

Has your management team considered new ways to motivate employees during performance reviews?  A recent article on best practices for employee performance reviews contains suggestions for delivering more rewarding employee reviews.

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.

Confero’s 25 years in the customer experience research field has allowed us to interact with various industries over the years.  With our experience in so many diverse industries, we apply knowledge to new projects in unique ways.  Here’s a list of 25 types of businesses that Confero has worked with over the decades, by providing them with services including onsite, telephone-recorded and email mystery shops, competitive pricing studies, retail audits, brand representation at retail, and customer satisfaction surveys:

We are pleased to announce that Confero was recently named winner in the Stevie Award category, “Customer Service or Call Center Consulting Practice of the Year.”   Confero learned that it was a contender for the award last month, and the final results were revealed on Monday, Feb. 21 at the Eden Roc Renaissance Hotel in Miami Beach, Fla.  This award is particularly meaningful to Confero’s customer service team because it recognizes the team’s delivery of quality solutions in 2010, including many which involved quick turnaround times and tough requirements.

Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach.   The Wall Street Journal reports that some companies now go one step further and reevaluate the voicethat initially greets customers.  These companies believe that with a friendlier, more inviting voice, they increase the chance that customers will stay within the automated system rather than trying to reach a live operator, which saves companies money.   Alflac, for example, recently brought on a new voice with a calm, hometown feel for its initial greeting.  The company reports a 7% increase in customer satisfaction with the automated system since implementing the new voice.