Online customer service News
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
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.
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Helping customers help themselves through self-service can reduce costs, but your self-service strategy should include monitoring and supporting internal operations, expert Scott Sachs advises. Continue Reading
Contact center agents can better approximate an omnichannel customer experience with the right tools, such as a single user interface for customer information. Continue Reading
Customer journey maps enable companies to prevent customer experience problems from escalating. Continue Reading
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While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
The virtual contact center has become increasingly compelling. Why? Continue Reading
Companies must be consistent with aligning their service offerings and strive for a high-quality customer experience regardless of channel. Continue Reading
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Contact centers have embraced and improved self-service options like conversational voice response systems and mobile websites -- but there are still some challenges with the tech. Continue Reading
Contact centers focused heavily on key performance indicators may improve only short-term results, an expert cautions. Find out how a knowledge management system can help. Continue Reading
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. 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
Call centers have evolved to address customers' multichannel needs. Agents' skills need to diversify to meet new service demands. Continue Reading
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