Web Self Service:

Content Related to Web Self Service



• 	Provide the Best Web Self-Service To some contact center directors, web self-service is a necessary evil - it is expected by customers, yet yields low ROI, poor results and fails to meet customers' expectations. Mary Murcott, CEO of Novo 1 Contact Centers, recently gave her argument at the 12th Annual Call Center Week for how to provide
  Contributor:   Cory Bennett Tags: Web Self-Service | Live Chat | Contact Center Web Self-Service 06/20/2011  12:00:00 AM EDT

• 5 Contact Center Stories from the Dark Side: A Halloween Prequel Halloween is officially in season. We went to Target the other day to buy a beach umbrella and they told us that they took out the summer seasonal “stuff” to stack the shelves with Halloween gear and goodies… I thought summer ended on September 21st, oh well. It’s also hard to miss the slew of horror movie trailers plastered all over the television, among them are “Saw 3D&r....Read more

  Contributor:  Brian Jameson Tags: customer management | call centers | Brian Jameson 09/23/2010  12:00:00 AM EDT

• Vodafone's Kristin Haynes on Customer Self-Service Kristin Haynes is currently Head of Customer Experience for Vodafone Australia. She will be speaking at this year’s Customer Self Service Summit in Sydney, where she will be giving a speech entitled, ‘Optimizing Customer Self-Service Processes Inside Your Organization to Drive Service Excellence.’ Below, Kristen gives CMIQ a sneak preview of what she'll be di....Read more

  Contributor:  Gina Scanlon Tags: Vodaphone | Kristin Haynes | Customer Self-Service Summit 2010 09/10/2010  12:00:00 AM EDT

• Great Expectations: Self Service Automation and IVR Every call center manager knows that there are dozens of ways to measure various aspects of call center performance, including call center metrics for analyzing IVR self-service automation. Call resolution, call containment and average handle time are but a few of the call center measures of IVR performance, and for speech-enabled IVRs we can add recognition statistics, in-grammar and out-of-grammar rate....Read more

  Contributor:  Susan Hura Tags: call center | call center technology | ivr 09/06/2010  12:00:00 AM EDT

• Build a Knowledge Management System You Can Be Proud Of Let's face it. People are busy. Many customers nowadays prefer to hunt down the best solution for themselves. Some don’t actually want to speak to a customer service agent on the phone. Nor do they want to wait days on end for an e-mail response. The logic here is simple: Your customers are thinking that in the time it takes them to locate your phone number, place a call, navigate thr....Read more

  Contributor:  David Ciccarelli Tags: centralized knowledge repository | customer service | centralized knowledge sharing services 02/17/2009  12:00:00 AM EST

• 	The UPC Story: An Interview with Customer Experience Exchange Speaker Andre Vermaat at UPC Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this podcast, Vermaat spills the secrets of what
  Contributor:   Customer Management IQ Tags: customer care | web care | customer service 01/15/2010  12:00:00 AM EST

• A Solution to the Social Media Call Center Conundrum If you are like me, and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules. But what business opportunities are there around social media, and how do you integrate it into your call so that it's a media, marketing or call center channel for interac....Read more

  Contributor:  Keith Fiveson Tags: social media | call center | social media strategy 11/11/2009  12:00:00 AM EST

• The Best Service is No Service
  

  By Bill Price and David JaffePublished by Jossey-Bass on March 21, 2008.With customer satisfaction and customer loyalty levels flat or declining in most industries, companies are scrambling to find solutions that meet short term necessities and provide lasting change. In The Best Service is No Service, Bill Price and co-author David Jaffe describe a paradigm shift that moves the emphasis from accepting dema....Read more
  

  
  Contributor:  Book Review
  Tags: David Jaffe | Amazon | Bill Price
  02/17/2009  7:03:00 AM EST

• Social CRM is Overhyped but So What? There is some humor to be found surrounding the Social CRM hype these days, but it may be a mistake to sit on the sidelines. I wrote much of this post in response to a blog post that was essentially saying that social media isn't anything that should concern the contact center. I agree that the contact center has many challenges, and social media is the new kid on the block, but that’s no reaso....Read more

  Contributor:  Brian Jameson Tags: social crm | customer support channels | technologies 11/04/2010  12:00:00 AM EDT

• Call Centers in the Financial Services Industry Effective customer management is extremely important for the financial services industry, particularly as consumers continue to struggle with the after effects of the recession. Call center staff are often at the forefront of this, meaning the need for them to have the correct training, technology and expertise to deal with problems as swiftly as possible is vital. Figures for UK call centers&nb....Read more

  Contributor:  Customer Management IQ Tags: call center | financial services | technology 11/01/2010  12:00:00 AM EDT

• Nightmare on Customer Street: Enough with the Web Self-Service Craze Too many decisions about the design of service are based in costs.  The simple fact is to focus on costs increases them . . . always.  Nothing represents this better than web self-service, a strategy to reduce costs and what some customer service “professionals” say improves service. This is not to say that web self-service shouldn’t exist, but the fact remains that the de....Read more

  Contributor:  Tripp Babbitt Tags: babbitt | self-service | call center 08/17/2011  12:00:00 AM EDT

• Why Bother Having a Live Customer Service Rep? Following a discussion at the 4th Customer Experience Summit in Miami, Fl, I deemed this article relevant for a renewed publishing.  A discussion during a Monday afternoon workshop focused on the shortcomings of channels like online chat, noting that they prioritize gimmick or technology over customer-centricity.  Because I know how valuable it can be, I, personally, cringe everytime I hear pun....Read more

  Contributor:  Brian Cantor Tags: chat | self-service | customer service 11/30/2011  12:00:00 AM EST

• Four Steps to Jazzing Up Your Customer Loyalty Program How Do You Retain Your Customers and Earn Their Loyalty? It’s like any successful relationship: If you want customers to be loyal to you, you must be loyal to them. For starters, you must have a product or service that delivers as advertised, but that’s just the minimum requirement, kind of like dressing appropriately and smiling on a first date. There’s a saying in the busin....Read more

  Contributor:  Guy Maser Tags: call volume | customer management | customer 07/13/2009  12:00:00 AM EDT

• 	A New Age in Customer Loyalty In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty advantage. Hear some
  Contributor:   Blake Landau Tags: building customer loyalty | customer loyalty | customer loyalty research 08/25/2010  12:00:00 AM EDT

• 7 Clues Your Organization Doesn't Value Customer Service It’s unlikely a major corporate executive will go on record with the statement “We don’t care about our customer service.”  But actions speak louder than words, and the behavior of many organizations reveals that they, indeed, do not fully value the importance of customer service. The new Davies Hickman report “The Big Switch” identifies the rise of a “c....Read more

  Contributor:  Brian Cantor Tags: call center | average handle time | aht 10/05/2011  12:00:00 AM EDT

• Revealed: Top 5 Jobs for the Contact Center of the Future Recruiting for customer service used to be really simple: someone calls, they talk to an agent, they get an answer. This requires a fairly narrow skill set. But times have changed. Today, consumers expect increasingly faster customer support, through a variety of contact channels. Consider this recent Forrester report showing a clear shift in preference toward digital communication. In the last three....Read more

  Contributor:  Ashley Verrill Tags: call center jobs | customer service | self-service 03/27/2013  12:00:00 AM EDT

• 	A Customer Service Webcare Make Over: How UPC Got Its Groove Back Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this virtual case study, Vermaat spills the secrets
  Tags: UPC | Andre Vermaat | customer service

• Key Considerations for Implementing an Online Knowledge Base “The shortest distance between Point A and Point B is a straight line. The shortest distance between a customer with a problem and a customer with a solution to that problem is Google." What’s a Knowledge Base? Simply stated, a knowledge base is a searchable repository of information. As the Web has evolved, the phrase has generally become understood to mean a Web page that all....Read more

  Contributor:  Jay Grady Tags: knowledge management | customer relationship management | CRM 04/22/2009  12:00:00 AM EDT

• Customer Service Excellence Within a Call Center Environment: A Discussion with Derek Bishop In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA, speaks about the challenge facing call centers today. With his extensive experience in the financial services industry, Bishop explains why now more than ever it’s crucial to listen to the voice....Read more

  Contributor:  Derek Bishop Tags: customer | call center | call center representative 04/20/2009  12:00:00 AM EDT

• Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide feedback regarding the customer experience with products or services. Leading companies use this customer input to continually enhance service delivery to improve the customer experience. In order to drive continual customer service improvements, companies need to focus on four areas regarding the customer f....Read more

  Contributor:  Jeremy Whyte Tags: good customer satisfaction | customer satisfaction | customer feedback 05/04/2009  12:00:00 AM EDT

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