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Frontiers of Collaboration: The Evolution of Social Networking
Do Tech Mergers Hurt Customer Service?
Innovation for Call Centers
Rev Up Your Call Center Training and Development Initiatives
How Savvy Firms Monitor Customers' Online Chatter
Delivering Exceptional Customer Experience in a Multichannel World
Finding the Time to Let Call Center Leaders Lead
Getting Your Team in the Zone
Taking Control of IT Changes
Selecting a Knowledge Management Tool for Your Contact/Support Center
Judging TCO of Enterprise Software Upgrades
Top Five Ways At-Home Workers Have Changed Over the Past Decade
Taking the Technology Out of the Changing Customer Equation
5 Ways to Boost Productivity in the Contact Center
More than half (54 percent) of large U.S. businesses that reduced staff in the past 12 months plan to rebuild their workforces to pre-recession levels within two years, according to a study released by Accenture. The survey confirmed that companies are shifting their focus away from cost control and returning to growth. The percentage of U.S. companies focused primarily on cost control will decrease from 41 percent in mid-2009 to 18 percent in 2011, according to the study. Companies' sales and customer service workforces are the employee groups identified as most important by executives surveyed. However, many of the executives reported significant skills challenges in both of these critical areas. Among those executives who rated sales or customer service as one of their organization's most important workforces, only 23 percent reported that their sales forces perform at a high level and 34 percent said the same about their customer service workers.
Americans Will Spend 9% More With Companies That Provide Excellent Service
A majority of Americans report that quality customer service is more important to them in today's economic environment (61%) and will spend an average of 9% more when they believe a company provides excellent service. However, in a challenging economy where growth is harder to achieve, many businesses are missing out on this opportunity. Although only a little more than a third of Americans (37%) believe that companies have increased their focus on providing quality service:
These findings were released in the American Express Global Customer Service Barometer, a survey conducted in the U.S. and eleven other countries exploring attitudes and preferences toward customer service. Not surprisingly, nine in ten Americans (91%) consider the level of customer service important when deciding to do business with a company. But only one-quarter (24%) believe companies value their business and will go the extra mile to keep it.
As mobility, online communities and social networks collide with globalization, support organizations find themselves in the eye of the storm. This white paper discusses the eight megatrends transforming customer support organizations today, and best practices to make the most of the unique opportunities each megatrend presents.
Get your copy today>>
Measuring and Managing First Contact Resolution: Challenges & Techniques
Thursday, August 5 at 11AM PDT/ 2 PM EDT
First contact resolution, or FCR, is the key to superior support and operational efficiency for an organization. Get is right, and you win with customers, but get it wrong and it wreaks havoc across the company. So how do you effectively measure and manage this crucial metric in order to grow your success? Learn why FCR should be a top priority and how to accurately assess and measure.
How to Give GR8 Service & Have Your Followers ‘Like’ You in All Social Channels
Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity. This webinar will show you how to leverage social media for better service if you're new to it, and how to sharpen your virtual service image if you're an old pro.
Jul-25-2010
Facebook Selects Salesforce.com
Jul-25-2010
Study: Cloud Computing Confidence Expected to Drive Economic Growth
Jul-25-2010
More than Half of Large, Downsized U.S. Businesses Plan to Rebuild their Workforces to Pre-Recession Levels by 2012
Jul-25-2010
Your Next IT Budget: Six Ways to Support Business Growth
Jul-25-2010
Frontiers of Collaboration: The Evolution of Social Networking
Jul-25-2010
