6 Must-Read Call Center Research Reports on the Future
Callminer
APRIL 24, 2014
CallMiner has compiled a list of 6 must-read research reports that cover trends & challenges shaping the contact center industry’s future. Read more.
Sat.Apr 19, 2014 - Fri.Apr 25, 2014
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Service is Only as Strong as Your Strongest Link
Win the Customer
APRIL 21, 2014
'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?
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What’s My Contribution to ‘Customer’ Today?
Amity
APRIL 23, 2014
In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers. However, individuals in departments that are not customer-facing are often caught up in their day-to-day deliverables to recognize that what they are working on is bigger than just a f
Does Your Company Pass the $20 Customer Trust Test?
PeopleMetrics
APRIL 23, 2014
'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.
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The Next Big Thing in SI Growth Strategies
Customer Interactions
APRIL 24, 2014
'Most System Integrators (SIs) I meet in my travels would agree that for them, the security industry is not booming; rather it has stagnated. For many years now Sis have been stuck in an era of small incremental technological advances, declining revenue and thinning margins. Everyone misses the good old days when there was less competition and most customers were greenfield sites.
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Four Best Practices in Mobile Customer Service
Brad Cleveland Blog
APRIL 23, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.
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