customer service
Much of what I've learned over the years about Sales, Marketing, and Customer Service has to do with the critical importance of customer data. It's how companies generate the right customer data, manage and share data the right way, and use it at the right time, and to best effect to optimize loyalty and profitability, that makes them successful, or not, on an individual customer basis. It's impossible to be successful without having as much relevant insight about customers as possible.
Very often vendors describe their social CRM offerings as extensions to an older paradigm of CRM, one that I think is vanishing and becoming hard to reconcile with the reality of today’s marketplace. Denis Pombriant, Founder and managing principal, Beagle Research Group, LLC talks about how social media can be leveraged for sales and customer service analytics.
When air travel is under a couple of hours,low cost carriers can offer a great way to save time without spending too much money. The problem though with some of the low cost carriers - in Asia as in the US - is that service is sometimes stripped to the bone. Expect cramped seats and odd rickity planes as standard. Sometimes ground staff can be unpleasant to seal with too. JetBlue is bucking this trend. DaveBarger, JetBlue Airways CEO, explains the strategy and reasoning for this.
With high expectations for service and overall project execution, and because the company sold its products through a network of dealers, Asian Paints, India's largest paint company, lacked visibility into the entire painting process and the needs of the homeowner. This situation prompted Asian Paints executives to explore ways to establish a more direct link to the end customer. This case study is their story.
Customers in emerging markets can be more sensitive to customer service than their counterparts in mature markets, according to the results of a recent survey by Accenture.
The customer service software suites rankings have few changes, and tough economic times demand more investment in the customer experience, according to Forrester.
Lori Bocklund, President, Strategic Contact, Inc and CRM expert talks about how to improve end-to-end processes in contact centers in order to enhance the quality of customer service.
Putting engineers through customer service training has paid off in higher customer satisfaction and faster call handle times for one Motorola division.
Thailand's Krung Thai Bank recently deployed a video-based collaboration suite from Cisco across its head offices, with a goal of reducing travel between offices and a future plan of extending its use to customers.
Improving call center customer service and enhancing the customer experience is something every company wants to do, but many don't know where to start. If you want to learn how to improve customer service in a call center, these resources, expert tips and best practices will help guide you through the process.
Knowledge Central Multiple
Knowledge Central
Much of what I've learned over the years about Sales, Marketing, and Customer Service has to do with the critical importance of customer data. It's how companies generate the right customer data, manage and share data the right way, and use it at the right time, and to best effect to optimize loyalty and profitability, that makes them successful, or not, on an individual customer basis. It's impossible to be successful without having as much relevant insight about customers as possible.
Very often vendors describe their social CRM offerings as extensions to an older paradigm of CRM, one that I think is vanishing and becoming hard to reconcile with the reality of today’s marketplace. Denis Pombriant, Founder and managing principal, Beagle Research Group, LLC talks about how social media can be leveraged for sales and customer service analytics.
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
Healthcare organizations today must manage two diametrically opposed sets of requirements: the practitioner’s need for ease of access to information versus the business’s need to apply increased privacy and security controls against that data.
St. Helens and Knowsley Health Informatics Service (HIS) serves about 12,000 users. In the wake of widely publicized breaches, government organizations throughout the U.K. face new mandates to protect private data. This case study describes how the HIS met requirements for securing data‐in‐motion by chooshing an Extensible Content Security (XCS) appliance from WatchGuard.
Midwest Eye Consultants (MWEC) operates 22 primary care offices, three surgical facilities, an optical lab, and a nursing home division throughout Indiana, offering optometry services, ophthalmological care, and eye surgeries. Having confidential patient means the company is subject to HIPAA regulations for data security and integrity.
