CSM Contributor 
The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?
Unhappy customers who receive satisfaction can become your biggest allies. Learn how to deal with disgruntled customers in this article.
Standards have gone up – and 90% customer satisfaction simply isn’t enough any more. You have to go far beyond simple satisfaction to build follow-up and referral business, and profitability.
You work extremely hard to attract customers for your business. Once you have them, managing your customer contacts can help you keep them from jumping to competitors.
How can you ensure your ‘tracking service’ is on? Keep communication open to always hear your customers. Don’t just send messages; encourage theirs, as well. Learn more in this article.
If you’ve resolved to move your career forward into a new industry, occupation or level of responsibility, increase your chances of success with this three-part action plan focused on results. 1. Know your career objective Knowing your career objective may sound obvious and easy. If, however, you are dissatisfied with your current position, it can … Read more
If I was thinking of buying stocks and shares in a company – or more importantly buying products from them – I would try to find out how good they are at dealing with customer complaints.
In spite of all the catchy slogans and corporate pledges, customer service levels of major corporations have only slightly improved in the last few years. This is because they ate consumed by task-focus.
Customer service is an integral part of our job and should not be seen as an extension of it.
Team building and teamwork skills are critical for your effectiveness as a Manager.
All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will.
Research reveals the top countries where customers complain about customer service the most. There are some interesting surprises.
An online survey of consumers reveals that they don’t get good service from call centers.
Customer service? Two strange little words that are totally non-existent in today’s hurried, hectic, and non-personal world.
Jenny Q. Ta, CEO of social networthing platform Sqeeqee Inc, would like to share her top 5 ways employers can show their teams they matter.
Klaas van der Leest, MD, Intelecom says it’s time to connect CCaas and WFO to create the perfect customer experience.
Recent reports on charges levied by a range of service providers, especially banks, provide some interesting food for thought. The Which! Survey suggested that some providers are making money from customer contact centres, leaving customers waiting for several minutes in a queue, with little transparency as to whether callers are ringing a free number or … Read more
Your customers are talking. Are you listening? Can you? Traditional CRM analysis exposes only 20 percent of the valuable customer insight that your company captures today.
Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centers in the cloud..