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Contributed Articles

The 8 Traits of Customer-Relevant Companies

Research from Ovum has found that 90 percent of organizations are at risk of becoming irrelevant to their customers unless they can learn to adapt their practices much faster and in ways customers value. They're also missing key opportunities for exemplary customer satisfaction, greater customer loyalty, and faster growth. Ovum also notes that rising customer expectations and customer power brought about by social and mobile technologies have made it more challenging than ever for companies to remain relevant to their customers.
[Full Article]   Jan-21-2014


Chat Metrics For Those of Us That Don't Like Chat Support

I have a confession for you. As a customer, I love the convenience of chat support. As a customer service director, I hate it. Sorry, I’m just being honest. While chat support is a convenient means of receiving customer service, it can be a real headache to plan and schedule for. Comparing chat support to phone support, and the planning that goes along with it, is like comparing apples to oranges. How do you properly plan for this and then rest assured that your agents are being well utilized? This article takes a look at useful metrics to evaluate and manage chat support.
[Full Article]   Jan-16-2014


5 Lessons All Departments Can Learn From the Customer Service Department

A service oriented approach is mostly found in the customer service department. Perhaps that's because a customer is four times more likely to buy from a competitor if the problem is service related vs. price or product related according to Bain & Co. So if you want security for your business, go gaga over service. A service oriented approach to business is the only choice for the future. Those who don't recognize this will not be here to make mistakes in the future
[Full Article]   Jan-15-2014


Six Controversial Ways Contact Centers Will Transform in 2014

We can agree that several customer experience trends, such as the rapid use of mobile applications, SMS for customer service; and leveraging unstructured data for developing customer insights are all being applied into business strategy as we enter into 2014. However, there are also some interesting and controversial points worth considering when building strategies to improve the customer experience for your brand.
[Full Article]   Jan-15-2014


Are You Your Employees’ Worst Enemy?

In almost all organizations, some leaders pave the way for their employees to do their best work, and others inadvertently make things much harder than they should be. Where do you fall on this continuum? Do you help or do you hinder? In all probability, it’s the latter. People expect to find bad bosses in failing companies. However, in surveys and interviews with more than 250 working professionals in 37 countries, we’ve found that 51 percent of employees across the full spectrum of organizational performance believe initiatives tend to succeed despite, not because of, their leaders.
[Full Article]   Jan-14-2014


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