HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Customer Service News & Analysis

Zoho Aims for the Enterprise with Customer Relationship Management App Update

Zoho announced upgrades to its customer relationship management (CRM) application today that it hopes will push it into the enterprise space through the addition of features like territory management, social network integration and custom modules.

Bloomfire Answers Salesforce Users' Dreams, Enterprises Benefit Too

It’s an old story, but all the innovation around us doesn’t make it any less true. Much of the information you need to win business (or to prevent losing customers) is inside your enterprise, right at your fingertips. The only problem is you can’t find it.

How to Optimize Mobile for Holiday Purchases [Infographic]

shutterstock_160053263.pngOnly nineteen more days until Cyber Monday — the day when customers, hungover from Thanksgiving meals and recovering from Black Friday brawls, go online to finish (or for some, start) their holiday shopping. Each year the competition to offer the best prices gets tougher. Those who are able to optimize their mobile channels will be the most successful.

Using Case Management to Boost Customer Service

Customer Experience,Customer Service with Case ManagementWe've all had it happen -- the good customer experience that wins our loyalty and the bad, which makes us share with anyone who'll listen why they shouldn't patronize a company. What follows are two stories of customer service with two different outcomes -- and a way to keep your customer service on the good side of your customers.

Maximize Social Marketing with Online Communities

There are more channels than ever before to connect with your customers -- and every business wants to understand how to maximize its customer-brand interactions.

But there is good news. The channels used to achieve these goals, including social media networks, online communities and customer relationship management (CRM) tools, are getting easier to manage and measure. In fact, consumers’ rampant use of social media has unleashed a treasure trove of data to help businesses sell.

Weekend Reads: Bridging the Content - Commerce Gap + Human Resources Needs Social Business

Weekend Reads: Bridging the Content - Commerce Gap + Why Human Resources Needs Social BusinessThe work week has ended, and the weekend has begun — which means it's time to sit back, relax and enjoy our weekend reads. This week in our features, we took a look at bringing content and commerce together. We also discussed enterprise document capture initiatives and why human resources and social business are a perfect fit. 

Mining for Opportunities: Social Media in Next Gen Contact Centers

Customer Experience, Mining for Opportunities: Social Media in Next Gen Contact CentersMore than ever, consumers use social media to spread the word about the brands they like and perhaps more importantly, those they don’t. One of the biggest challenges for organizations today is managing this flow of information about their brands, products and services that occurs in social media channels. 

Know What Customers Think Before It's Too Late

Customer Experience, Translating the New Age of Customer ExperienceIn the evolving customer experience landscape, where consumers talk about a brand 64 times more than they talk to a brand, it’s more important than ever for customer experience professionals to get to grips with what their customers are really thinking.

UserVoice Releases Android SDK for Its In-App Customer Service

Customer service provider UserVoice is out with an Android-targeted Software Development Kit for its in-app software. 

Characteristics of Great Customer Representatives [Infographic]

Within any company there are specialized roles. Engineers and designers are needed to develop and design products. Information technologists implement and manage complex systems. And customer call agents are tasked with answering customer inquiries and solving customer problems. But not just anyone can handle the complexities of a customer call center.

Weekend Reads: 3 Social Customer Service Tips + The End of SharePoint User Adoption Concerns

Weekend Reads: 3 Social Customer Service Tips + The Death of SharePoint User Adoption ComplaintsYet another week has come and gone, so why not take a few minutes to relax and catch up on our featured contributions? This week we took a look at why Yammer and Microsoft make SharePoint user adoption concerns a moot point. We also talked about why SharePoint will hardly ever be a company's sole ECM solution and got some tips on enabling social customer service in your contact center. So sit back, relax and enjoy our weekend reads.

Contact Centers Must Morph into Relationship Hubs

Customer Experience, Contact Centers Must Morph into Relationship HubsFor years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.

Customer Service Week: 4 Ways to Get Closer to Your Customer

Happy Customer Service Week! The week recognizes the importance of customer service and honors the people who serve and support customers. The timing is perfect as it coincides with this month's focus on the next generation of customer call centers. 

Aberdeen Group: Customer Service, Marketing Play Nice Together for Best Customer Experience

customer service, digital marketing, aberdeen groupCustomer service deals with customers every day, but marketing sets the tone for selling products or services. Which should lead in managing customer experiences? A new report from the Aberdeen Group points out the benefits of the two departments working together to manage customers who are increasingly empowered to take control of their relationships with companies, and to tell the world about how they were treated. 

Key Metrics for Measuring the Customer Experience [Infographic]

This month we talked a lot about the benefits that big data and analytics can have on the customer experience. But there's a lot of information flowing through your organization's fire hose. How do you what to measure and what metrics to use? 

Displaying 31-45 of 160 results

< Previous 1 2 3 4 5 6 7 8 9 10 11 Next >