Multichannel support sounds good – instead of contacting a company on a business hours-only support line, customers have more choices. But is the multi-channel model effective in helping customers and the companies that serve them resolve issues more quickly?
This infographic from Zendesk walks through different channels and gives examples where companies can either do the right or wrong thing when it comes to providing excellent customer service..
Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai.
By capturing, identifying, and managing complaints across the enterprise, organizations will increase customer satisfaction and mitigate regulatory risks.
This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits…
What comes to mind when you hear the word velocity? Fast, charging ahead, positive motion – velocity is a power word. Learn how velocity applies to the customer service experience…
Why is great or even decent customer service so difficult to implement? Read on to learn how leaders can instill a sense of attention to the customer…
Delighted and loyal customers – we all want them. But first, there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you…
Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero…
Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards.
Some surprising findings have been released from [24]7’s Customer Engagement Index, focused on better illustrating how customers today interact with brands.
According to retail solutions provider, Solutions for Retail Brands (S4RB), a leading supermarket own-brand team is saving an estimated £150,000 a year
marcus evans will host the 3rd Annual Utility Call Center Operational Excellence Conference on September 14-16, 2015 in San Antonio, TX.
One way to give your team some visual brain food is to utilize the many free customer service videos that can be found online.
Cognito, the field service management solutions company, has appointed Laurent Othacéhé as CEO, as part of a wider organisational restructure intended to position the company for growth. Othacéhé joined Cognito in 2014 as Sales Director, bringing with him more than 20 years’ experience in the field service industry. Prior to that he was CEO of … Read more
Eptica has announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)”. This marks the second consecutive year that Eptica has appeared in this Magic Quadrant. According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the market for global customer service and support … Read more
The Service Desk Institute has announced the appointment of two new auditors and an industry analyst to its Professional Services Team. The appointments are part of a rapid expansion programme in response to growing interest in the SDI’s qualifications, service desk certification programme and consultancy services. Carla Thornley, Auditor and Trainer, has had a successful career … Read more
A real team effort! Winning the Customer Services Award for the fifth time in eight years made it feel right for the whole team to take centre stage at the 2015 Gas Industry Awards Gas customers across Wales & the south west of England can rest assured that Wales & West Utilities puts customer service … Read more
Firstsource Solutions has announced details of its recruitment open day for 300 new full-time jobs in Cardiff, UK.