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Entries for the ‘Customer Service’ Category

Connected, Contextual, Consistent—Intelligent Customer Service

I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover, employees benefit too, because a central set of cross-channel tools gives them the unified customer history, joined up processes […]

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Intelligent Customer Service: Connected, Contextual, Consistent

Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower your employees with the tools and tactics […]

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3 Things You Didn’t Know About Customer Experience

As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck’s blog yesterday. First, let’s talk about the definition of Customer Experience Management. According to Paul Greenberg, Managing Principal, The 56 […]

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Customers First, Employees Always—Celebrating National Customer Service Week

We have been hearing a lot about the impending “Age of the Customer” and how critical our employees are to enabling this new age. In fact, some would argue that this new age is already here and if you haven’t prepared your staff, then you will be left behind. That’s because great customer engagement starts […]

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The Digital Tipping Point: How to Balance Self-Service & the Human Touch

Self-service is quickly emerging as the preferred customer service channel for many consumers. However, offering the human touch by phone is still critical in many service scenarios. It’s evident that both emerging and traditional channels are required to meet the various needs of today’s busy and demanding consumers. However, to best meet them across these […]

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5 Benefits of Online Communities for the Contact Center – Part I

For most organizations the customer contact center is the nexus for all contacts between the organization and its customers. Typically the contact center is relied upon when the customer faces a problem he or she cannot solve on his or her own. As we know, customer service agents within the contact center are responsible for […]

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The Right Data Can Drive Customer Action

In today’s fast-paced, attention-span challenged world, explaining customer behaviors and driving action are paramount. Organizations that take a good look at unstructured data—such as phone, email, and chat—can gain another view and a better platform for influencing their prospects and customers. Interestingly, consumers tend to be more open when speaking with another person, so these […]

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Facing Difficult Choices, Banks? Do the Math

“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want is expensive? Take a step back and […]

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The Game of Authentication and Fraud Detection

Balancing information security with consumer demands for speed is an increasing and rather daunting challenge. While the need to provide fast service is real—and customer loyalty may depend on it—identity theft is on the rise and must be addressed. How do organizations balance the two? Recently I spoke with Contact Centres about how voice biometrics […]

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Driving Online Engagement through the Social Funnel—Part II

In part one of this two-part series, I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel where you participate in social channels to create reputation, build awareness and […]

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