Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. This work led to a contract with Elliot Richardson, Secretary of HEW (and then Attorney General) to review consumer advisory boards across the whole government.

Customer Care 62

Customer Care Complaint resolution Government Education 62

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

HGS

MAY 27, 2015

Outsourcers equipped to support such customized and premium services will stand to benefit from this. Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Here are a few of the underlying trends that we are seeing.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100