How to Provide Great Customer Service over the Phone
Kevin Gillam offers some handy tips on how to make every phone call with your clients great..
How to Track the Perfect Order: Measuring Efficiency One Process at a Time
An in-depth case study looking at how Smith Corona set out to create a system for building the perfect order..
The Power of One: Digital Customer Service Explained
Richard McCrossan looks at how a flexible and holistic digital customer service solution can enable companies to take advantage of new customer channels..
Social Media and Customer Service [Infographic]
Here is an infographic by Impact Learning that explores the undeniable link between social media and customer service..
Vendor Portals: The Importance of Good Customer Experience
Portals can give vendors the tools to provide the best customer experience but only if they are actually used..
Control Your Costs with Exceptional Customer Service
In the pursuit of exceptional service, we should resist the urge to relax financial controls.
Best Practice Customer Operations Guide Out Now
‘Putting People First’ published by Professional Planning Forum The 2013 Best Practice Guide – Putting People First – has been published by the Professional Planning Forum. Over 100 pages, packed with case studies, research, thought leadership and supplier listings, this is a year-round resource that contains the very best of the year’s material. Designed for … Read more
Transform Your Customer Service with Business Rules
Richard McCrossan takes a look at how business rules can transform any customer service operation by keeping the business in control..
Customer Service Vacancies: How to Find Your Perfect Job
Getting into the customer service industry after school or college or even after a spell away from the workplace can be a daunting prospect..
Building Your Business Around the Best Customers
Are some customers better than others? How do you attract customers you want and deflect those you don’t?
Reducing Customer Effort: The Key to Keeping Customers
How setting up a Customer Effort Index can radically increase Top-Line Revenue..
An Apple a Day Keeps the Customers Coming Back
The low costs and high returns of fresh customer service.
Damage Control: CSR Hiring Mistakes
Monica L. Jenks advises how to avoid common interview mistakes when hiring CSRs..
Three Steps to Customer Experience Transformation
Martin Scovell investigates customer experience from the inside, and identifies three steps that will transform your organization..
Trip Advisor Customer Feedback – Get Wise Not Mad!
There’s much shouting about how ‘unfair’ Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight..
iAdvize Launches Live Chat Solutions in the UK
iAdvize continues to roll out across Europe. Next stop: the United Kingdom. iAdvize Live ChatiAdvize, the real-time customer service specialist, is launching its live chat and free call-back solutions in the UK. The company was founded in 2010 and is now the leading live chat solution in France with more than 1000 clients throughout Europe. … Read more
Customer Service ROI: The Financial Impact of the Customer Experience
If you’d like to have a better return on your money, you have to focus on the customer experience. If you do, customers will spend money with you and will come back more often.
CustVox Launch Free CEM Maturity Assessment Tool
Innovative online tool helps measure CEM maturity..
Agent Link’s Customer Satisfaction Levels Reach All-Time High
The International Council of Customer Service Organizations (ICCSO) has recognized ADP Employer Services for its professional excellence in customer service..