Online customer service News
June 22, 2015
John Yembrick, who heads social media at the NASA space program, discussed bridging its online and its physical presence.
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.
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Customer journey maps enable companies to prevent customer experience problems from escalating. Continue Reading
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
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Companies must be consistent with aligning their service offerings and strive for a high-quality customer experience regardless of channel. Continue Reading
A combination of social media listening and analytics may someday provide predictive insights about trends and consumers, but siloed data remains an issue. Continue Reading
Companies used to turn to Facebook and Twitter to build online communities. But today, many realize they need internal forums of practice to forge true allegiance. Continue Reading
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Contact centers are always trying to cut operational costs. But they can't let those tantalizing benefits make them blind to various perils. Continue Reading
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
Companies take a variety of paths to build their brand and generate customer trust. 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