Are Banks Hearing the Voice of their Customers?

by W H Inmon, Forest Rim Technology The world of banking is competitive. Turn on TV and see how many banks advertise their services. Drive in your town and on every other corner there is a bank. Turn on the Internet and see how many banks are represented there. And...

How Airlines can Build Customer Loyalty

by W H Inmon, Forest Rim Technology It’s no secret. The airlines business is competitive. There are fare wars. There are frequent flyer clubs. There are airline lounges at major airports. There are new routes being opened up. There are special seat pricing algorithms....

What is Your Call Center Telling You About Your Business?

by W H Inmon, Forest Rim Technology People are just now waking up to the fact that in today’s world you can use your call center as a means of listening to the voice of your customer. Some advanced companies are using their call center to understand what their...

Understand what is going on in your Call Center

by W H Inmon, Forest Rim Technology Nearly every corporation has a call center. Ask an executive if his/her organization has a call center and the odds are good that the executive will say yes. Then you ask the executive whether or not he/she knows what is going on in...