customer service
How empowered are your employees to solve customer and business problems? What's your role in empowering them?
For Jay Topper, senior vice president of customer success for Rosetta Stone, the biggest worry when the company launched an initiative to provide customer service over Facebook was staffing.
“With the release of Parature for Facebook, Parature becomes the first software company, ever, to provide organizations the ability to extend their sales, support and marketing operations to Facebook and provide direct engagement,” said Duke Chung, Founder and Chief Strategy Officer, Parature.
When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
How much is social media's impact on one of the more critical areas of business—customer service?
William Yeung may be the CEO of City Telecom (HK) but he started down his career managing the customer service department of another company. Today as head of City Telecom and its subsidiaries, he strongly believes that customer service is the only true differentiator for any business, including its call center.
Customer service remains a primary focus for call centers. Gary Barnett, chief technology officer at Aspect Software, believes that unified communication plays an important role in the ongoing delivery of customer service.
Far East Flora was an early pioneer of online commerce in Asia. Its continuing success hinges on its ability to understand its customers interests and to act on those. This case study looks at how Far East Flora engaged Experian QAS to update its customer database, resulting in a 60% decrease in failed deliveries that were a direct result of incorrect recipient address.
As more customers head to the Web to review products, make purchases and find information, forward-thinking companies need to learn how to leverage Web 2.0 to stay competitive. Here are a few ways you can use Web 2.0 technologies to improve your customer service, marketing and sales efforts in a Web 2.0 world.
Call center agents do not have the best job in the world. They are often jeered, ridiculed, maligned and in some cases called names in the name of their jobs. But not all situations are bad. The best among them have had positive impact experience dealing with customers who are often at wits end, frustrated or just plain tired. Many customers are often just looking to find the answer to their problem.
Knowledge Central Multiple
Knowledge Central
How empowered are your employees to solve customer and business problems? What's your role in empowering them?
For Jay Topper, senior vice president of customer success for Rosetta Stone, the biggest worry when the company launched an initiative to provide customer service over Facebook was staffing.
Set realistic goals and enforce them recommends Gartner
Rising demand for medical care are overwhelming health services and governments resulting in more time being spent on managing than treating. Critical to easing this new management burden is the creation of systems that facilitate information exchange. This paper looks at the development of electronic personal health records and the challenges it poses to all members of the ecosystem.
When Sri Lanka's Department of Education wanted to update its certificate printing process and hardware, security was at the top of its requirements. The aim is to eliminate fraudulent examination certificate results. The solution provided needed to be easy-to-use, compatible with the existing information in the DOE database and have the ability to create certificates bilingual in English and Sinhalese. This case study explains why the DOE selected the Lexmark Ultra Violet (UV) Secure Print solution.
CIMB Group aspires to advance by focusing on its core themes of regionalization, optimization and innovation. In its rapid expansion, CIMB faced a significant challenge in the effort, time and cost associated with managing ever-growing business performance demands.
