Articles
Tag: customer support (page 7)
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Liveops New Skill Builder Teaches Call Center 'Soft Skills'
Liveops is adding to its collection of training services today with a new customizable distance learning program for contact center workers called Skill Builder.
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Here's How to Slice and Dice Your Call Center Data
If you’ve ever had a problem with a product, there’s a good chance you picked up the phone and called customer support.
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Optimizing Internal Efficiency Versus Customer Experience
There was once a company whose packaging was notoriously difficult to open. In fact, a TV program had a competition where it offered a prize for anybody who could open the package without spilling the contents. Nobody won the prize. Why would an organization do that? Internal efficiency.
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Clarabridge Shares Its Vision for the Future of CX
A customer experience revolution is afoot and Clarabridge is uniquely positioned to fuel the charge for its customers. Or so CEO Mark Bishof said today during his keynote at C3, the Clarabridge Customer Connections conference taking place May 1 through May 3 at the Fountainbleu Conference Center in Miami.
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How Emotion and Effort Can Make or Break Your Customer Experience Efforts
We talk a lot about customer service. We talk about its importance to business success and how companies failing to meet customer expectations will be left in the dust.
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SMS for Contact Centers: The Good, the Bad, the Autocorrect
It's been over 35 years since Sting sent out an SOS to the world. Communications have changed dramatically since then. Today Sting could send an SMS, Facebook update or tweet, with much better odds of getting his message across.
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Avaya Files for Chapter 11 Bankruptcy, Looks Ahead
It's underlying business is just fine, CEO Kevin Kennedy says -- it is just its financial structure that needs a reboot.
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How Data Analytics Helps You Listen to Your Customers
Your customers are telling you what they need. Are you prepared to listen? When you think about the big brands that regularly deliver industry leading customer experience results — such as Amazon, USAA, Mercedes Benz and Southwest Airlines — it’s natural to wonder how they got there.
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How Automation Can Supercharge Your Customer Support Operations
Humans are great at complex tasks. But simple, repetitive tasks? Not so much. Luckily for us, we live in an age where automation is affordable and exceedingly practical. As your customer support operations takes on more projects, automation ensures your systems actually earn customer satisfaction, instead of burying you
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Avoid the Headaches: Your Community Migration Playbook
In a few short years communities have transformed from a misunderstood and undervalued tool to a strategic part of a company. During those ensuing years, many organizations have successfully deployed communities to replace legacy portals, extranets and intranets to serve either — or both — internal and external audiences.
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Combine AI and the Human Touch for Exceptional Customer Service
Companies face major challenges when trying to effectively scale customer service. Successfully responding to customer interactions across an expanding range of channels puts even the most customer-centric organizations to test.
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How SMBs Get Double Duty from Salesforce's Desk.com
Opportunity management is added for the first time in this latest version of Desk.com.
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CMSWire @Lunch: How Twitter Tackles CX #ThisIsOurReality
Could the lessons of San Francisco’s BART commuter rail, and how one customer care specialist responds to commuters, apply to any other industry?
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Which Generation of Live Chat Is Right for You?
Live chat offers customer service representatives yet another way to resolve customer issues and an opportunity to answer questions that customers can't answer for themselves. But not all live chats are created equal.
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