Features

Features

  • Understanding customer commitment

    Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (...  Continue Reading

  • SIP in the call center: Top 10 buzzwords

    In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP ...  Continue Reading

  • Achieving excellence through customer service

    While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way ...  Continue Reading

  • Employee-driven customer service success

    According to customer experience expert Lior Arussy, many businesses today fail to provide their employees with the ability to achieve customer service success. In this chapter, Arussy discusses the downside of an overly controlling management style...  Continue Reading

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