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2016 Customer Service Trends: Empower Every Employee to Serve the Customer
“Most employees are trying to engage the empowered customer with the same siloed technologies and stagnant knowledge repositories they’ve used (or not used) for years. This is creating a...
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Live from New York, it’s the NRF Big Show: a visit to Oz, a step on the...
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What Is Intelligent Customer Service?
The future of customer service As companies work diligently to engage their customers in new and varied ways, many find it harder than ever to provide the personalized and effortless service...
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Microsoft Dynamics CRM 2016 Wins CUSTOMER Magazine Product of the Year Award
Microsoft Dynamics CRM 2016 is wasting no time in showing its strength in delivering intelligent customer engagement. We are pleased to announce that TMC , a global, integrated media company and...
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Why Omni-channel Support Is The Cornerstone Of Your Service Success
When a builder lays a cornerstone, she sets the position of a building. Similarly, when a service organization embraces omni-channel support, it establishes a position for a business. That position...
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2016 Trends: "Humanless" Customer Service Driving Change
As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will...
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Your Customers Should Hire Your Next CEO
You may not realize it, but your customers might have the best perspective on who should be your company’s next CEO. Understandably, they want the person at the helm to have the customers’...(read more)
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How Many Employees Does It Take to Break the Customer Experience?
How many employees does it take to break the customer experience? Just one. And unfortunately for most organizations, the customer experience is breaking or splintering hundreds if not thousands of...
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Why A Customer Experience Executive Is Vital For Any Organization
Not all customers are happy. And some of those unhappy customers might be yours. Customer satisfaction is at a 9-year low, according to a recent report. For anyone in the service industry, this...
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5 Ways to Better Orchestrate Your Customer Contact Center
A well-tuned contact center is a lot like an orchestra. It hums along gracefully, improving attitudes and adding value to the rest of your business. I made this connection last December, while...
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6 Metrics to Measure Your Customer Service Knowledge
Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. No matter where or how...
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Don't Let Dirty Data Drag You Down
Data is a key differentiator for enterprise companies . In a sales organization, data analysis can help managers find overlooked prospects, learn which reps need more training, and prioritize leads....
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16 Statistics Shaping the Future of Customer Service
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations...
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Make the Most of that Field Service Call! How to Use Field Service Management...
Field service is the number one way companies respond to service requests. Doing it wrong leads to return visits and added costs. Companies that do it right enjoy a strategic advantage. When...
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Partner Highlight: New Signature Delivers Transformative Cloud Experiences
(Please visit the site to view this video) In our continuing effort to shine the spotlight on Partners embracing the cloud-first, mobile-first world, we recently spoke with Reed Wiedower, Chief...
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4 Ways Real Companies Sell Smarter with Sales Analytics
All sales managers want better numbers from their teams, but many are ignoring the obvious solution. A paltry 15 percent of organizations use analytics to drive objectives. Investing in analytics...
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Keeping Up: What You Need to Know About Mobile-Empowered Customer Service...
Nothing slows down field agents like lagging communications, poor technology, and missing information. Without a mobile platform, agents must wait until they return to the office to connect to peers...
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Four Major Technology Trends That Are Changing the Way Field Service Is Done
Field service is undergoing dramatic change. Customer expectations are rising. Mobile is transforming how customers and agents interact, and apps like Uber are setting the bar very high. That's...
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Brands Reveal Big Gains from Incremental Improvements in Customer Service
Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a...
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Carry a Big Stick: How Data Analytics Gives Your Company Swagger
Theodore Roosevelt famously summarized his foreign policy in seven words: “Speak softly, and carry a big stick.” It was a bold, memorable salute to the U.S. military—so memorable that...(read more)
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