Customers tell me that they have a problem with their agents cherry-picking cases and leads. They use assignment rules to assign the objects to queues, but once they're in queues, the agents look them up in list views and accept them from there. This can give opportunistic agents the ability...
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Content keeps the Internet buzzing and great content is what
gives brands something to discuss with their customers beyond complaints and
challenges, compliments, or questions. If you’re producing and sharing useful,
engaging content, your customers will be more likely to remain customers...
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What is customer service? Customer service, by definition, is about serving people. When people refer to customer service, they’re usually talking about the process of getting help before, during or after a purchase. It can also refer to a department within a company that focuses on these...
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The latest results from the American Customer Satisfaction Index reveals Amazon.com as the reigning and undisputed champ in both Internet retailing and across the entire department in overall customer satisfaction. Amazon’s CEO, Jeff Bezos perhaps more than any business leader...
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So, you’ve made the case for implementing social customer service at
your contact center. Now it’s time to start thinking about what technology
you’ll need to get the job done effectively. The best solution enables your customer service through multiple
online and offline touch points while...
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Being a customer company includes making social media an
integrated part of your brand’s customer service strategy. With more and more of
today’s consumers using social networks to discuss brands, many top companies
have now taken to Twitter to provide another layer to their contact...
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Meeting your customers where they are is part of a proactive
customer service approach, and with the rise of social media, customers can now be heard whenever they want. They no longer have to wait on hold, and can express their satisfaction, or lack thereof, however
they want.
Here are...
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When one thinks about the metrics that are top of mind to every VP of Customer Service - customer satisfaction, call deflection, agent productivity, and so forth - they are directly tied to the company’s Knowledge Base. Most companies have lots of knowledge about their products and services; the...
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The most important part of providing outstanding customer
service means being there for your customers in times of great crisis. When
tragedy strikes, it’s imperative to be at the ready for your customers and
their communities with a helping hand.
Here’s a look at just a few things your customer...
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