2013 Contact Center & Customer Management Executive Priorities Report
This research identifies and offers insight on key trends in the customer management/contact center industry related to 2013-14 goals, strategies and budgeting plans.
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Being Proactive and Generating Results
Learn to enhance customer service and boost results by anticipating and acting on customer needs and preferences through 5 basic tips.
Putting Workforce Optimization to Work
Learn how to deliver on the expectations of the mobile, multichannel customer requires companies to predict customer demand and manage agent resources more effectively through 5 basic tips.
Choosing the Right Solution: Issue Tracking Software for Customer Service and Support
When it comes to issue tracking software, the practical need is fairly clear: you have customers and/or employees to support, and you need an established set of tools to organize, track, and measure these services. Many software solutions available today offer the tools you need; however, it’s necessary to understand your specific needs before comparing products.
Choosing the Right Solution: Customer Service and Support Software
The practical need for customer service and support software is fairly clear: you have customers, you provide customer service to them, and you need an established set of tools to organize, track, and measure these services.
Choosing the Right Solution: Knowledge Management for Customer Service and Support
In the customer service environment, an effective knowledge management solution combines troubleshooting and resolution documentation, case histories, and customer information into a single, searchable repository with tools for workflow management, content collaboration, and reporting.
Choosing the Right Solution: External Help Desk Management Software
In general, help desk software is discussed in terms of the enterprise solutions designed for large companies. What about smaller companies simply looking for a more efficient way to support their employees and measure productivity?
Choosing the Right Solution: Customer Complaint Management Software
For even the best customer service companies—those with droves of highly satisfied customers—customer complaints are just a reality of doing business. In fact, these companies often owe part of their high satisfaction ratings to the strength of their complaint management systems and processes.
PhaseWare eBook: First-Call Resolution
The definition of FCR is quite easy: A customer calls with an issue and an agent helps fix the issue on the first call. Even if the call is transferred or escalated, it’s considered FCR is customer places only one call to get the problem solved.
It’s a Mad, Mad, Mad Multichannel World!
Why does multichannel matter? By integrating voice, e-mail, web, and chat support into a single customer service strategy, companies are putting choice back in the customer’s hands.