| Similar Articles |
|---|
 |
CRM
September 2015
Leonard Klie |
It Takes More than Coupons to Settle Complaints Consumers want more than compensation when things go wrong   |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
May 2014
Leonard Klie |
Snapfish Finds Live Chat a Snap for Customers and Agents Photo-sharing site uses Live Person to help members with design projects. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
CRM
April 2011
Brittany Farb |
Companies Need to Make Better Friends Study identifies the main triggers for consumer disengagement in online marketing campaigns. |
Bank Systems & Technology
January 31, 2006
Robert Wollan |
CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
AFP eWire
March 2, 2010 |
Social Media Builds Support, But Fundraising Lags Overall Respondents to a recent survey felt social media channels were generally effective for enhancing relations with an existing audience and reaching out to new supporters, but less so for raising money. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
February 2014
Robert Wollan |
Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
January 26, 2004
Patrick O'Neal |
Customers Prefer Self-Service When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option.. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
June 2012
Marshall Lager |
Customers: Old Dog, New Trick? To serve customers, go with what you (and they) know, including old fashioned phone and email accessibility. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
CRM
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: The Service Elite - Drugstore.com RightNow Technologies is helping Drugstore.com get better at making its customers look good. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
June 10, 2011
Leonard Klie |
New Research Highlights the Need for Integrated Marketing Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels. |
CRM
December 2013
Leonard Klie |
Despite Outages, Customer Satisfaction with Electric Utilities Brightens Improved communication in Web self-service and proactive outreach have bolstered customer sentiment, according to a J.D. Power study. |
CRM
February 14, 2012 |
Get Satisfaction Teams Up with Velaro The partnership between Velaro and Get Satisfaction brings together live chat, social community platform, and knowledge base technologies. |
| AskMen.com |
Facebook Profile Photo Newly published research suggests you can ascertain some pretty important information about an individual -- how satisfied he is with his life -- by their profile photo. |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
January 20, 2012
Kara Trivunovic |
Email Marketing and Social Data: The Beginning of a Beautiful CRM Friendship Employ an integrated strategy to drive more successful campaigns. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
Information Today
July 31, 2008 |
ACSI's E-Government Satisfaction Index Shows Improvement Citizen satisfaction with federal government websites ended a losing streak by improving for the first time in a year. |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
