Contact Center as a Service: The Seven Most Popular Myths About Cloud Contact Centers Dispelled
Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centers in the cloud..
6 Ways to Link Quality Improvement to Customer Service
Based on ASQ’s Global State of Quality Research: Discoveries 2013, Customer Service Managers can enhance the pay-off of corporate quality initiatives by providing Voice of the Customer, revenue and word of mouth impact estimates and proactive customer education services..
Four Key CRM Strategies That Can Leap You Ahead of the Competition
The organizational design of your CRM solution is the single most important aspect of ensuring a quality customer experience.
Contact Centers Still in the Quality Monitoring Dark Ages
The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on quality monitoring (QM) technology to be $141 million across Europe.
Case Study: Turning Around a Dysfunctional Customer Service Operation
A few years ago I received a call from the President of a company operating a customer service group whose primary responsibilities included taking orders from customers as well as field sales reps on behalf of their best customers.
Social Media Makes Banking Social Again
With bank branches closing each week, “Banking is no longer a place you go, it’s simply something you do.” Retail banking has had to evolve considerably over the last few decades. Banks used to have it relatively easy – customers were loyal, local and trusting and kept the same bank account for their whole life. … Read more
How May I Help You? The Benefits of Promoting Good Customer Service
Jay Manangan suggests 5 long-lasting benefits of good customer service..
6 Reasons Why Your Company Should Cultivate a Good Customer Service Reputation
Increase brand awareness and establish your name by enhancing your reputation..
8 Fool-Proof Strategies for Customer Retention
Keeping customers is critical in these unpredictable times. Here are a few tips for success..
Customer Revenge: Key Questions to Consider When Reviewing Your Customer Service Strategy
Social media is enabling customers to complain like never before – are you ready for “customer revenge”?
Real-time Routing of Tweets – an Essential Part of Today’s Customer Service
Richard McCrossan, Strategic Business Director of customer service software company Genesys, explains how a recent angry customer tweet shows just how important it is for companies to listen to the voice of the customer and have the facilities to act immediately..
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..