Customer Service

Training contact center employees can be a challenge. It’s difficult to find the time and a constant pressure to train faster can compromise quality. It’s logistically difficult to […]

Kunnect recently posted an article about the fast-changing benchmarks in the call center industry as well as in customer service. In the summary below, you’ll read about how […]

In order to grasp the full impact and ROI of social customer service, companies need to measure it in a way that enables comparison with—and benchmarking alongside—more traditional […]

More than 50% (an increase of 5% over 2012) of consumers in the U.S. switched service providers in 2013. Clearly, customers switching is a problem. But the problem […]

Web users are increasingly familiar with an annoying phenomenon afflicting all manner of sites: you’re just browsing around, minding your own business and up pops a chat window […]

Before diving into multichannel strategies, get your house in order – according the article written by Lauren Horwitz from SearchCRM. A summary of that article is below: Companies […]

If you ask a room full of executives what the secret is to improving customer retention and loyalty is, you will probably get a mix of answers. But, […]

There’s no doubt about the importance of customer loyalty in the time of switching service companies. ICMI recently wrote an article on ways to increase customer loyalty in […]

Multichannel Merchant recently posted an article about the mistakes retailers made in 2013 and how to prevent them this upcoming holiday season. A summary of that article is […]

Interactive Voice Response (IVR) software can enhance the customer experience on the phone, as discussed in a recent Connect First white paper. A summary of that white paper […]