Online customer service
Home > CRM Topics > Call center management and customer service > Online customer service
CRM Topics:
EMAIL THIS
 TOPICS HOME   BROWSE ALL CRM TOPICS     RSS FEEDS 

Online customer service


This online customer service topic section features resources to help you define the pros and cons of online customer service and evaluate vendors. Learn how to get started with using self-service technology and discover web-based customer service best practices. Read case studies from organizations that are finding success with e-service technology and how call centers are using chat effectively. Read online customer service news about self-service vendors and market trends, plus find advice and resources to improve your call center's online customer service strategy.
IN THIS TOPIC:  NEWS (64) , EXPERT TECHNICAL ADVICE (9) , REFERENCE & LEARNING (10) , DOWNLOADS (1) , BEST WEB LINKS (2) , DEFINITIONS (19)

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 64
Speech self-service speaks the language of savings
Peppers & Rogers Group, special to SearchCRM.com | 03 Jul 2008
ARTICLE - For companies like DirectTV and Orbitz, maturing speech self-service is improving customer satisfaction while decreasing call volume to the call center.
Text analytics fueling Voice of the Customer programs
SearchCRM.com | 17 Jun 2008
ARTICLE - Charles Schwab has begun using text analytics to mine its customer feedback. The maturation of text analytics is fueling these Voice of the Customer programs, experts say.
CRM in the contact center sees little progress
SearchCRM.com | 27 May 2008
ARTICLE - A review of contact center priorities and performance 10 years ago and today finds that CRM initiatives like customer lifetime value have taken a backseat to finding efficiencies.
VIEW ALL NEWS ON ONLINE CUSTOMER SERVICE

  EXPERT TECHNICAL ADVICE: 1 - 3 of 9
ONLINE CUSTOMER SERVICE EXPERTS
Lior Arussy
President
ASK A QUESTION
Building customer trust online: Tips for success
19 Jun 2008
EXPERT ANSWER - 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.
Can online customer service drive customer loyalty?
22 Mar 2007
EXPERT ANSWER - Learn about the pros and cons of online customer service and how it can drive customer loyalty in this tip from Lior Arussy.
Transforming a customer service and support department into a call center for an online travel company
22 Mar 2007
EXPERT ANSWER - 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.
VIEW ALL EXPERT TECHNICAL ADVICE ON ONLINE CUSTOMER SERVICE

  REFERENCE & LEARNING: 1 - 3 of 10
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.
Self-service technology: Top five buzzwords
Amanda Malgeri, Assistant Editor | 02 Nov 2007
TOP BUZZWORDS - Get definitions for the top five self-service technology buzzwords.
Call Center Manager Learning Guide
SearchCRM.com editorial staff | 04 May 2007
LEARNING GUIDE - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.
VIEW ALL REFERENCE & LEARNING ON ONLINE CUSTOMER SERVICE

  DOWNLOADS: 1 - 1 of 1
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.
VIEW ALL DOWNLOADS ON ONLINE CUSTOMER SERVICE

  BEST WEB LINKS: 1 - 2 of 2
Help desks encourage do-it-yourselfers
SearchCRM.com | 02 Apr 2004
BEST WEB LINK - There's a clear message emerging from the help desk industry -- User, heal thyself.
Speech-recognition technology blossoms
Peppers and Rogers Group, special to SearchCRM.com | 10 Dec 2002
BEST WEB LINK - Peppers and Rogers has found that speech recognition technology is maturing and saving companies a lot of call center cash.
VIEW ALL BEST WEB LINKS ON ONLINE CUSTOMER SERVICE

  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 ...
VIEW ALL DEFINITIONS ON ONLINE CUSTOMER SERVICE

SEE ALSO - Topics Related to Online customer service: 
Hosted call center, Speech technology, Call center manager, Call center agent, Call center outsourcing, Call center software, VoIP call center


About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
SEARCH 
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




All Rights Reserved, Copyright 2000 - 2008, TechTarget | Read our Privacy Policy
  TechTarget - The IT Media ROI Experts