Online customer service

MUST READ Customer Self-Service Learning Guide LEARNING GUIDE - This guide explains customer self service and uses and best practices of self-service technology. Call Center Manager Learning Guide LEARNING GUIDE - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.

NEWS: 1 - 3 of 69

	New SAP CRM ordering system helps Coke roll out new dispenser SearchCRM.com | 14 May 2009 ARTICLE - A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers.

	Customer service on Twitter takes more than software SearchCRM.com | 31 Mar 2009 ARTICLE - Comcast's director of digital care shares how his company is using social networks like Twitter for customer service.

	Should marketing or customer service manage your social networking efforts? SearchCRM.com | 05 Mar 2009 ARTICLE - The emergence of Web 2.0 and social networks has left many wondering who should take responsibility for the new channel.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 14

ONLINE CUSTOMER SERVICE EXPERTS
			Lior Arussy President ASK A QUESTION

	Call center contest: How did you impact the customer experience? Submitted By: SearchCRM.com | 02 Jun 2009 CONTEST - Tell us about your most rewarding experience as a customer service rep – the top three will win American Express Gift Cards.

	Using click-to-call vs. click-to-chat software 19 May 2009 EXPERT ANSWER - 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.

	Tips for deploying online self-service technology 19 May 2009 EXPERT ANSWER - Learn some tips for implementing online self-service technology effectively and making the most of customer self-service data in this expert tip.

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REFERENCE & LEARNING: 1 - 3 of 12

	How to use Web 2.0 technology for customer service, marketing, sales Amanda Malgeri, Assistant Editor | 02 Jun 2009 SPECIAL REPORT - Learn how to use Web 2.0 technolgy to improve customer service, marketing and sales efforts in this special report. Get tips for using Web 2.0 to improve the customer experience.

	Secrets to success in using technology to optimize your online customer experience SearchCRM.com | 31 Mar 2009 PODCAST - Get tips for optimizing the online customer experience through technology in this podcast with expert Martha Rogers. Learn how to deploy online self-service technology effectively.

	Call center chatting: Top 10 buzzwords Amanda Malgeri, Assistant Editor | 01 Apr 2008 TOP BUZZWORDS - We've compiled this list of the top call center chatting terms and phrases to help you learn about chat technology in the call center.

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DOWNLOADS: 1 - 3 of 3

	Building a business case for self-service Published by: SearchCRM.com | 16 Jun 2009 PODCASTS - Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service are also discussed.

	Tips for building an ecommerce website that works: How to offer customers a superior online experience Published by: SearchCRM.com | 14 Apr 2009 PODCASTS - Get tips for building a customer-focused ecommerce website. Learn about ecommerce website development and how ecommerce websites can improve the customer experience.

	Tying trust to customer values with Don Peppers Published by: SearchCRM.com | 25 Jun 2008 PODCAST - In this podcast, you'll hear from Don Peppers on tying trust to customer values and building customer trust online, in person, and through an outsourced call center.

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BEST WEB LINKS: 1 - 1 of 1

	How to improve customer service in a call center SearchCRM.com | 25 Aug 2008 RESOURCE CENTER - If you want to learn how to improve customer service in a call center, these resources, expert tips and best practices will help guide you through the process.

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DEFINITIONS: 1 - 3 of 19

	Quality of Experience 03 Apr 2008 WORD - Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software ...

	off-peak 23 Jul 2007 WORD - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up ...

	outbound call 23 Jul 2007 WORD - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for ...

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	SEE ALSO - Topics Related to Online customer service:  On-demand call center, Call center speech technology, Call center outsourcing and offshore call center outsourcing, Call center software, Call center VoIP software, Call center manager, Call center agent