Online customer service

Ask the Expert - Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer experience.

Ask the Expert - Learn some tips for implementing online self-service technology effectively and making the most of customer self-service data in this expert tip.

Ask the Expert - Discover the best way to improve website usability and the online customer experience in this tip. Learn about the importance of the multichannel customer.

Ask the Expert - It is possible to measure average handle time (AHT) for online chat sessions, says Lori Bocklund. Lori explains how to go about measuring AHT online in this expert tip.

Ask the Expert - Building customer trust online can be tricky -- Don Peppers lists a few ways to maintain your customer's trust over the Internet in this expert tip.

Ask the Expert - Read advice from Donna Fluss on starting a call center for an online travel company, including what call center software to acquire and how to best design the call center to meet the organization's needs.

Ask the Expert - Learn about the pros and cons of online customer service and how it can drive customer loyalty in this tip from Lior Arussy.

Ask the Expert - Looking to get started with self service technology? Read advice from Jim Berkowitz on how a small business should begin planning for self service improvements.

Ask the Expert - In this tip from Lori Bocklund, learn to reduce average hold times in the call center without adding call center agents.

Ask the Expert - One reader asks, "What level of first call resolution (FCR) should I set for an inbound center?" Read Lori Bocklund's advice in this expert tip.