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Currently viewing the category: "Customer Service"

The Contact Center of the Future

On December 15, 2011 By Mitch Lieberman
The future of customer service is agility; the ability to adapt to the changing needs of your customers The future of service excellence is differentiation, the ability to create personalized and engaging service experience The future of service process is contextual optimization; the capability to coordinate and/or collaborate, internally, while staying focused on supporting customer [...]
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Customer Service in 2012 and Beyond Technology..

On December 9, 2011 By Wim Rampen
We do not need more technology to help us squeeze the last drop of operational excellence out of our front-line service staff, We do not need large investments in Social tooling (for one, most of it is not that expensive) and Customer Service managers ...
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Customer Service Done Right In 10 Easy Steps – Step 10

On December 5, 2011 By Kate Leggett (Forrester Research)
We live in a world of increasing complexity: increasing number of communication channels, explosion of social data, intertwining of sales, marketing and customer service activities, growing amount of information and data that customer service agents ne...
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Customer Service Done Right In 10 Easy Steps: Step 10

On December 5, 2011 By Kate Leggett (Forrester Research)
We live in a world of increasing complexity: an increasing number of communication channels, an explosion of social data, the intertwining of sales, marketing, and customer service activities, and a growing amount of information and data that customer ...
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Customer Service Done Right In 10 Easy Steps – Step 8

On November 29, 2011 By Kate Leggett (Forrester Research)
Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem. A good knowledge program is one of the foundational elements for a good service experience. Many informational requests can be easily with simple F...
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Customer Service Done Right In 10 Easy Steps: Step 8

On November 29, 2011 By Kate Leggett (Forrester Research)
Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem. A good knowledge program is one of the foundational elements of a good service experience. Many informational requests can be easily handled using ...
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The Phone, It Still Matters in this Social, Cross-Channel World

On November 22, 2011 By Mitch Lieberman
(This is an expanded post based on the original – with a bit of a teaser on survey results at the bottom) First talked about in 1844, written about again in 1854, patented (US) in 1876, argued about for another 10 years, connected across the US in 1915: The Telephone. We cannot forget the importance [...]
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Customer Service Through Social, Is It Worth Doing?

On November 13, 2011 By Mitch Lieberman
It is something many smart people have written about and it ‘feels like’ the right thing to do. Talk about it in a meeting, and you get ‘head nods’ of affirmation. But, we need to ask the tough question to find out where we really stand, as well as ‘why’. I am hoping that you [...]
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Customer Service Done Right in 10 Easy Steps – Step 2

On November 8, 2011 By Kate Leggett (Forrester Research)
We all know that the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products, and demand value-added, personalized service. Businesses struggle with understanding what initia...
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Customer Service Done Right In 10 Easy Steps: Step 2

On November 8, 2011 By Kate Leggett (Forrester Research)
We all know that the gap between a customer's expectations and the service they receive is huge. Customers are increasingly knowledgeable about products and demand value-added, personalized service. Businesses struggle with understanding which initiati...
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