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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.
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| EXPERT TECHNICAL ADVICE: 1 - 3 of 14 |
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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.
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| REFERENCE & LEARNING: 1 - 3 of 12 |
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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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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.
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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 |
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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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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 ...
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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 ...
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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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