Online customer service News
April 17, 2015
Companies now see online self-service options as a must-have for customer experience strategy.
March 19, 2015
To clean up Philadelphia, Rosetta Lue uses technology to be responsive to citizens -- and customer experience principles to treat residents like VIPs.
November 25, 2014
Industry watchers say retailers need to exploit mobile devices and community forums to end the race to the bottom of deep discounting.
October 03, 2014
Collaboration software company Atlassian acquired 40,000 customers -- with no sales team. It uses self-service to hack into the traditional sales model.
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Call centers have evolved to address customers' multichannel needs. Agents' skills need to diversify to meet new service demands. Continue Reading
Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
At the AIIM 2014 conference, Guy Kawasaki outlined three pillars of behavior common to companies that have mastered the art of customer enchantment. Continue Reading
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Companies can use online self-service tools to ease the burden on contact center agents. But phone calls are still critical to multichannel service. Continue Reading
Community forums give customers a powerful venue to offer companies insight on products and services. Continue Reading
In contact centers, using automated voice technology to route customers can add efficiency, but human customer service is still key. Continue Reading
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Companies take a variety of paths to build their brand and generate customer trust. Continue Reading
Creating a social media strategy that engages customers and aligns with company goals is the key to social business. Continue Reading
In an era driven by a more demanding customer base, companies have used social and CEM technologies to raise the game on customer service. Continue Reading
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Customer self-service is a low-cost way to emancipate customers from phone-queue purgatory. But it's only part of a broader customer service strategy. Continue Reading
What metrics should you use to measure the quality of multichannel customer service? This tip by Denis Pombriant explores multichannel CRM metrics. Continue Reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading