Articles
More 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.
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Yet 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.
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For 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.
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Customer’s desire for instant gratification has caused a dramatic shift in the channels they use to contact companies for support. Contact centers must adapt to meet these new expectations, particularly when it comes to social media. In the past three years, customer's preference for contacting companies has shifted dramatically towards
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When I was in the outsourced call center business in the 1990s, we only needed to manage phone calls and the occasional written communication.
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The leaves are changing, the air is crisp. Fall has arrived. Whether you've just returned from your morning hike or you are still laying under your covers, waiting for the sun to warm up your house, what better way to kick off your Saturday than with our weekend reads.
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In the past, the role of collaboration technologies was to help customer support reps work with each other on what I call “exception cases.” These are the 20% of cases that are not solved by the FAQ, or first line support.
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Call centers in their current incarnation were developed to solve customer issues in the most efficient and scalable way possible, assuming that customers wanted to call or email companies.
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Customer 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
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