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March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers.   |
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August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
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July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
CRM
September 2011
Leonard Klie |
Companies That Listen Get Results Investments in monitoring social media rise but still lag customers' use of it |
CRM
December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
CRM
June 28, 2013
Melissa Pippine |
Demystifying Social Media for Customer Experience Look to 'intelligent' tools to identify causes of discontent. |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
May 6, 2011
Alex Cohen |
Top 5 Reasons Your Company Should Use Social Media to Improve CRM Low cost and communities top the list |
CRM
December 23, 2011
Daniel Ziv |
The Social Customer Strikes Back Avoid customer service faux pax with a proactive approach. |
CRM
September 26, 2010
Gary Edwards |
Anyone Can Post a Status Update Despite social network usage becoming more commonplace, most businesses in general-multi-unit "bricks and mortar" retail enterprises in particular-are struggling to know how to approach and benefit from this new community environment. |
CRM
July 2012
David Myron |
CRM Moves to an Outside-In Approach Organizations must put customers first -- especially when making changes to their staffing structure, processes, or technology. Doing so will mark the beginning of your outside-in strategy. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
CRM
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
June 2012
David Myron |
Take a Healthy Approach to Social Media Social media is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." |
CRM
July 2014
Sarah Sluis |
4 Ways to Master Omnichannel Selling Salespeople must track the customer journey across multiple channels and be more collaborative than ever. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
November 2013 |
Insert Humanity and Trust into Customer Relationships It's more than listening; it's incorporating feedback into the enterprise. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
CRM
March 7, 2011
Koa Beck |
Few Consumers Share Experiences via Social Media A report by the Temkin Group surveying 6,000 consumers determines that social media is not yet the largest word of mouth medium. |
CRM
March 16, 2015
Maria Minsker |
Genesys Debuts the Latest Version of Its Customer Experience Platform Updates include new omnichannel journey management capabilities. |
CRM
September 13, 2013
Grant Johnson |
Engage and Keep Customers with a Dedicated CXM Approach A dedicated focus on customer experience management is required across the entire customer journey. Here is a three-step plan to cultivating consumer loyalty. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
June 29, 2012
Leonard Klie |
Forrester Names Its Voice of the Customer Awards Winners Barclaycard, Cisco, and Vanguard are recognized for their positive customer experiences. |
CRM
November 2011
Flodin & Norton |
Customer Experience Blueprint Drives B2B Determine the needs of customers and their value to the organization |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
CRM
January 2011
Lauren McKay |
Collecting Feedback Makes Cents A financial services firm invigorates its VOC program to better understand its business -- and its customers |
CRM
May 31, 2011
Brittany Farb |
Passengers Are Increasingly Dissatisfied with Air Travel A new study shows customers are uncomfortable and inconvenienced. |
