Articles
Tag: customer support (page 8)
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Chasing Profitability in Your Contact Center
Businesses want to increase revenue (no surprises there). And this desire to maximize profitability is driving a new contact center model: the blended contact center. Blended contact centers are responsible for both outbound and inbound calls.
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Oracle Wants to Improve Your Listening Skills
Oracle wants you to listen in on your customers' conversations. This morning it introduced new features to its Service Cloud and Social Cloud and enhanced integration between the two to help companies better listen to customers' conversations in both public and private social media venues.
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Spur Customer Feedback Loops with Connected Devices
Earlier this year, Gartner predicted that “By 2018, five percent of customer service cases will be initiated by Internet-connected devices, up from 0.02 percent in 2014.
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Automation is Evil: The View From the Other Side
I not only welcome our future robot overlords, I work with teams to build them.
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We Should Talk: How Live Chat Improves CX
Talk to me. Or rather, talk to your customers. Live chat is the best way to boost overall satisfaction with your customer service, according to the latest quarterly Zendesk Benchmark report released today. In an analysis of live chat as a customer service channel, Zendesk, a provider of customer
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Treat Your Customers as You Treat Your Friends
Your customers are the only thing keeping you in business.
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Customer Service Success Starts at the Source
It feels like customer service -- or rather, the lack thereof -- is making headlines on a daily basis lately. Comcast is one example of a company that has faced service misstep after misstep. And these blunders are having a lasting impact on Comcast’s brand. A recent report from SurveyMonkey found that Comcast’s
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Twin Prime Promises a Fast 'Wireless Mile' for Mobile Apps
Idea conceived. Mobile app developed. Mobile app deployed. This is where Twin Prime promises to make things better. Its technology makes mobile apps faster, officials there promised. They disrupt the content delivery network (CDN) space better than anyone, including Akamai, who they particularly cited.
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Would You Run Your Call Center on Chromebooks? Avaya Thinks So
Avaya claims its Call Center services power a significant share of big call centers. Among customer call centers with more than 400 agents, it estimates a 63 percent market share. Among call centers with more than 1,000 agents, it estimates a 70 percent share.
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Why You Can't Ignore Employee Engagement in Your CX Model
What if you could build your next product together with your prospective customers? If you could, you would build precisely what they want. You would tailor it to their specifications and undoubtedly have a happy customer. This simple principle lies at the core of our next-generation customer experience tools and
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How Is Your Customer Service Team Doing?
You can't underestimate the importance of customer service. After all, your products and services are only as good as the customer service team ready to support them. So what does your business need to know? Let's take a look at CFI Group's Contact Center Satisfaction Index (CCSI), which notes trends
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Retail, Travel Customer Satisfaction Dropped in Q4
Holiday shopping and travel took a toll on customer satisfaction in late 2014. According to the latest Zendesk Benchmark report, overall global customer satisfaction was down in the fourth quarter — especially in travel and retail. Global Customer Satisfaction dropped to 94.
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The 3 C's of Personalized Customer Service
Customer service is a key differentiator for many companies. But as the number of communication channels and devices increases, so do the challenges of delivering personalized service across those channels.
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The Year Emotional Intelligence Meets Customer Experience
Despite the fact that we are in an age where everything seems to be computerized and automated, this is the year that businesses will start to feel more human. Customers will feel more and more like businesses are listening to their individual wants and needs.
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