Connecting the Dots

APRIL 9, 2017

CCMC ~. In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and the impact on service quality, the causes of employee unhappiness, and strategies for how to present the case for agent engagement to the CFO and get buy-in.

Consulting 48

Consulting Consulting Contact Center Customer Care 48

Livepro

APRIL 9, 2017

There are a lot of Knowledge Management systems on the market. Why should you consider a specialist Customer Service Knowledge Management system? The short answer is because built for purpose Customer Service Knowledge Management (CSKM) systems are configured so your staff can find answers to any customer enquiry – fast. While standard Document Management systems’ search function is generally slow and clunky and then they simply direct the user to a document – if it is the right document they

Customer Service 49

Customer Service Management CRM Marketing 49

Livepro

APRIL 9, 2017

There are a lot of Knowledge Management systems on the market. Why should you consider a specialist Customer Service Knowledge Management system? The short answer is purpose built Customer Experience Knowledge Management (CXKM) systems. These are configured so your staff can find answers to any customer enquiry – fast. While standard Document Management systems’ search function is generally slow and clunky and then they simply direct the user to a document.

Customer Experience 40

Customer Experience Management CRM Customer Service 40