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Connected Customer Service: Let the Internet of Things Standards War Begin
Beta or VHS? GSM or CDMA? Apple or Android? The battle for competing tech standards goes back centuries. Just ask Thomas Edison and Nikola Tesla who famously and by some reports unscrupulously competed...
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More Company Transparency Can Lead to Increased Consumer Loyalty
Traditional one-way marketing and collecting consumers’ digital footprints and identities such as phone numbers or email addresses are quickly becoming a thing of the past. Businesses used to be able...
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Experience Continuity: How to Define an Exit Strategy for Your Self-Service
Self-service is on the rise. And with the mobility revolution started by Apple’s introduction of the iPhone, consumers around the world have realized the potential of finding answers to their business...
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Customer Experience Boot Camp: Basic Training for Superior Omni-Channel...
Fitness boot camps often promise fast results. What if you could apply that same intensity to other parts of your life? What if you could spend just 10-minutes once a week for five weeks and be...
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Live Web Event: Deliver Irresistible Mobile Customer Service
On a recent morning commute, I was halfway to the office when I realized I left my phone at home. I was almost to the highway — the point of no return. Should I go back and get it? I admit, I was...
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Rethinking CRM Customer Service Fundamentals for a New Age
In Gartner’s report, Rethinking CRM Customer Service for a New Age, analyst Michael Maoz shares his insights into why customer service must be framed as an enterprise pursuit, not simply the purview of...
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Repensando los fundamentos del servicio al cliente a través del CRM en una...
En el reporte de Gartner, Repensando el Servicio al Cliente CRM en la Nueva Era, el analista Michael Maoz compartió sus ideas acerca de por qué el servicio al cliente debe ser uno de los objetivos...
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Repensando os conceitos básicos do atendimento ao cliente com CRM para uma...
No relatório do Gartner, Repensando o Atendimento ao Cliente com CRM para Uma Nova Era, o analista Michael Maoz compartilha seus insights sobre por que o atendimento ao cliente deve ser visto como uma...
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Unleash your CRM Software to Be at the Heart of Total Customer Care
With the explosion of connectivity, mobile device usage and social platform proliferation, it has become easier than ever for consumers to engage in dialogs about your organization, your brand and your...
View ArticleThe Dawn of the Era of “Human-assisted Machine Service” in Customer Care
For the longest time, we have looked at how to complement human labor in the contact center with computer programs – to reduce costs, provide 24×7 service, and offer quicker access to basic...
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