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INFOGRAPHIC: 2015 State of Knowledge for Customer Service
Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy...
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20 Top Customer Focused Takeaways from CRM Evolution
While there were more than 200 top takeaways from the recent 2015 CRM Evolution conference chaired by Paul Greenberg and the accompanying Customer Service Experience conference chaired by Esteban...
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Customer Service Employees are Among the Least Engaged: What’s One Way to...
A new report from Quantum Workplace shows a disturbing statistic for one of the most important departments in any organization. The 2015 Employee Engagement Trends Report shows customer service...
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6 Ways to Take the Lead in Customer Self-Service
The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). But making things...
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Customer Experience Consistency: What Your Employees Don’t Know Can Hurt You
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016, 89% of companies...
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3 Customer Service Lessons (Past, Present and Future) from A Christmas Carol
A Christmas Carol by Charles Dickens has been inspiring change for well more than a century. It was written by Dickens to inspire social change, but also in hopes to change the direction of Dickens’...
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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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For Self-Service Success: Focus on Customers First, Not Cost Savings
As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester...
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Get Exclusive Insights on Customer Engagement: Join Microsoft at CRM Evolution
On May 23 – 25, the Nation’s Capital plays host to CRM Evolution, accompanied by the Customer Service Experience and SpeechTEK conferences running concurrently. Sessions at the conference run the...
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16 Top Customer Experience Takeaways from CRM Evolution
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as the Customer Service Experience and SpeechTEK...
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