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When customers start on digital channels for customer service, they'd prefer to stay in those channels throughout their interactions. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Mar 2016
When customers start on digital channels for customer service, they'd prefer to stay in those channels throughout their interactions. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Mar 2016
Context is just as important as content when keeping track of what customers have to say on social media. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Mar 2016
Tips for creating an engaged workforce that will ultimately lead to happier customers. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Mar 2016
Companies need to transform their field service offerings with a new menu of advanced options. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Mar 2016
Using social media as a customer service tool, companies can expect huge revenue increases. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Mar 2016
Forget "Always be closing." Now the name of the game is "Always be listening."
Viewpoints,
Posted 25 Feb 2016
Your customers are already there, so it's past time for retailers to follow suit.
Viewpoints,
Posted 17 Feb 2016
As front-line staff take the flak for systemic problems, it becomes harder to hold on to good service agents. Here's how to overhaul your processes—and keep customers and employee happy.
Viewpoints,
Posted 16 Feb 2016
Here's what they expect—and how you can deliver
Viewpoints,
Posted 12 Feb 2016
The need for efficiency and insights at every sales stage has never been greater.
Viewpoints,
Posted 11 Feb 2016
With certain things in life, you don't need anyone to tell you it's working; you just instinctively know it. Sales is not one of those things.
Viewpoints,
Posted 10 Feb 2016
Consumers increasingly want to do business with companies that are socially responsible, and CRM buyers are no exception. Part two of a two-column series.
Viewpoints,
Posted 08 Feb 2016
New technology, and a new willingness to adopt and share solutions and data, will mark this year's sales landscape.
Viewpoints,
Posted 04 Feb 2016
Using low-cost channels doesn't mean service should be unrewarding. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Feb 2016
Customer service can be a disruptive force to transform any organization, but it can't be the same old stuff that companies have always offered. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Feb 2016
More mature organizations are making salespeople out of their customer service agents. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Feb 2016
Improving experiences on the Web and in the field are just as important as it is in the contact center. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Feb 2016
Speech analytics, when combined with other analytics types, can provide real benefits in real time. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Feb 2016
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