3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.

Your Legacy of Customer Service Leadership

Win the Customer

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision

Customer Experience Helps Customers Complete Their Shopping

Win the Customer

A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business

Customer Experience Is More Important Than Advertising [Infographic]

Win the Customer

Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic

Positive Employee Engagement Enables Great Customer Experience

Win the Customer

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended

Wishing You a Day of Peace

Win the Customer

Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones.

8 Search Marketing Predictions For 2013

Salmat

It’s the beginning of 2013 and it’s that time of year when pundits start identifying trends for the coming year. Firmly jumping on the bandwagon the following thoughts are Salmat's take on what’s on the cards for digital marketers in the coming year

Customer-Centric Cultures are Made of This

Beyond Morale

Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused.

How to Complain on Facebook and Twitter

Chad Schaeffer

What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it.

How Kroger Ruined, Then Saved My Daughter’s Birthday!

Chad Schaeffer

Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week.

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care.

How Do I Find Chad at Dreamforce?

Chad Schaeffer

Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it!

B2B 52

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015.

Why Marriott Is Not ‘Plugged In’ to the Customer Experience

Chad Schaeffer

Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August.

Uber – My New Favorite Company!

Chad Schaeffer

I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week!

Photo Blog From Switzerland

Chad Schaeffer

Good morning everyone, how was your week? Hope everyone learned something new and feels good about their contribution at home and at work. You have my sincere thanks for deciding to click on this blog post! Do me a favor, stop and think about the most beautiful place you have ever laid eyes on.

Security concerns prompting banks to invest in multi-factor authentication

TRUSTID

The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year. In 2013, financial institutions investing in complementary authentication solutions like TRUSTID will achieve true multi-factor authentication that is recommended today for protecting banking channels from account takeovers and other unwanted criminal activity.

How pre-answered caller authentication helps prevent telephone bank fraud

TRUSTID

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.

How to turn telephone identity interrogations into better customer care

TRUSTID

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago.

Is Your Marketing Organization Ready to Change its MO?

ClearAction

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations.

Do your customer calls all look the same? They shouldn’t.

TRUSTID

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? Which calls require further review? Which calls require a contact center agent?

Banks continually challenged with securing growing sales channels

TRUSTID

Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience.

Restoring the trust and usability of Caller ID

TRUSTID

Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies to today’s Caller IDs and ANI.

APIs 48

Combating bank fraud that targets user behavior

TRUSTID

Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. In other words, while anti-fraud technologies are designed to provide red flags and help detect fraudulent transactions, they can’t always stop people from being duped by clever social engineering schemes. That risk is often left up to the individual’s discretion, whether it’s a customer or employee.

Video Post Headline Goes Here

Chip Bell

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.

Image Post Headline Goes Here

Chip Bell

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.

40

Standard Post Headline Goes Here

Chip Bell

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.

40

2013 Global Paid Search Marketing Trends From Kenshoo

Salmat

Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it

2013 Global Paid Search Marketing Trends From Kenshoo

Salmat

Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it

Call Centers Can Be Any Size

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service efficiency strategy support center

How Contact Centers Behave

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center

A Case Study in Improvement

Brad Cleveland

Call Center Contact Center Customer Relationships Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer loyalty customer relationships strategy support center

Perspective on Social Media

Brad Cleveland

Call Center Contact Center Social Media Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service support center

The Value Call Centers Create

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service

Customer Service Accessibility

Brad Cleveland

Call Center Contact Center Customer Access Strategy Videos Brad Cleveland Call Center Management On Fast Forward customer access strategy customer relationships Customer Service

Reports Must Tell the Truth

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer service statistics strategy support center

Do You Hire for Skills or Affinity for Service?

Brad Cleveland

Call Center Contact Center Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer relationships strategy support center

My Passion for Customer Service

Brad Cleveland

Call Center Contact Center Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer relationships strategy support center

The Challenges Our Clients Face

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center

Why Some Call Centers are Better than Others

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center