It is January 10, 2012, and hopefully by now you’ve been able to dig out of your inboxes.
To help you prepare for the year ahead, CCC’s research and advisory team is putting its heads together to give you some additional perspective on areas of opportunity we see across a variety of companies—fresh ideas on how to enhance the customer experience and improve operational performance.
The intent here is not to increase your workload, of course, but to give you additional perspective on continuing to improve your service and support operations in the year ahead.
So let me start here with the recommendation of a relatively simple tweak: Ensure that all staff know how to navigate your company’s website.
It is a basic idea, but conversations with numerous service and support organizations reveal that most companies—both B2C and B2B—have not properly taught staff to use their own websites.

Some time back,
Rep scorecards. Shortly after the creation of the service organization came the creation of the rep scorecard, and with good reason, too. In an effort to boost frontline performance service executives measure and report everything from calls answered to quality scores to sales performance. But how about issue resolution? Do you report that on your reps’ scorecards, and more importantly, should you? That’s the question my colleague and I aimed to answer when we renewed our friendly
A few recent events—such as the
CCC has partnered with Iconoculture to bring you the latest in global consumer trends. Below is our bi-weekly update featuring the latest Iconoculture insights
The buzz around 
Last year, my colleague Lara Ponomareff talked about how knowledge management processes and people—not just the technology—lead to 
