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The partner channel is as important as the direct channel. Here's why you should apply the same approaches to building mutually beneficial relationships with partner experience management. (Originally appeared on SmartCustomerService.com.)
In the era of social media, there is no excuse for not listening to the voice of the customer. (Originally ran on SmartCustomerService.com.)
Three tools for creating a plan your customers will respond to.
Give your content global relevancy with machine translation.
Empower your sales force to increase awareness and deepen relationships.
Professional services automation can improve project profitability by providing details about consulting engagements, including customer history. Here's how to get customer background and technical details at your fingertips. (Originally appeared on SmartCustomerService.com)
Speech analytics gives companies the power to alter the outcome of a call. Although these applications are still immature, their potential is great. (Reported on SmartCustomerService.com).
Engage employees with gamification.
Mobility is the modern-day pocketknife for sales reps.
Why customer service will—and should—never be the same.
Invest in your team to build a talented employee base.
Look at empowered customers as opportunities to build your brand.
Ten frequently asked questions answered.
In an attention economy, customers desire an emotional approach.
Why the shared service model may be on its way out.
The tangible benefits of online self-service.
Communications is critical to successful customer service. Learn how to master the message and drive better customer interactions.
Don't use technology as a stand-in for the human touch.
Look to 'intelligent' tools to identify causes of discontent.
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