Resolve customer service inquiries from start to finish

Posted on January 26, 2012 by Info-Tech

Providing exceptional customer service is an activity that most organizations must achieve to grow and retain their client base. For firms that need functionality going “above and beyond” what their CRM platforms offer, Info-Tech recommends adopting a best-of-breed point solution … Continue reading →

Posted in Applications, Research, What's New in Research | Tagged Assistly, crm, CSM, customer service, Customer Service Management, customer-relationship-management, Dynamics, microsoft, mobile, Oracle, Parature, rightnow, salesforce, Service Cloud, Siebel, social-media, SugarCRM, Team Support, ZenDesk | Comments Off

 

 

Is Your Smartphone Turning Into an IVR?

Posted on September 14, 2011 by Tim Hickernell

Organizations must start designing smartphone apps to blend both data and telephony points of interaction into one customer experience for reduced costs to serve and improved customer satisfaction. Continue reading →

Posted in News & Analysis | Tagged call center, crm, customer service, IVR, Nuance, self-service, telephony | Comments Off

 

 

The Disconnect between Service and IT

Posted on June 22, 2011 by Info-Tech

Only 23% of IT departments consider themselves to be service-oriented. [1] IT leaders understand the importance of training their staff on technical skills, but fail to train staff on people skills. But do people skills matter in IT departments? Standard … Continue reading →

Posted in Governance, What's New in Research | Tagged Attitude, culture, customer service, Facilitation, help-desk, itil, Prioritization, Problem solving, Teamwork | Comments Off

 

 

Should IT demonstrate a customer-service mindset?

Posted on May 31, 2011 by Ross Armstrong

My team and I were researching this topic recently, and my conclusion is basically that a  positive mindset is impossible without proper attitude, and a proper attitude impossible without a culture that fosters such thinking. So where does IT culture … Continue reading →

Posted in Analyst's Angle, Governance, Research, What's New in Research | Tagged CIO, culture, customer service, governance, help-desk, itil, project-management | Comments Off

 

 

Design a Customer Service Strategy that Serves the Social Customer

Posted on March 23, 2011 by Info-Tech

Drive customer satisfaction & retention with social channels. Web 2.0 has added a new set of interaction channels, including social channels, that are strongly favored by customers. This requires organizations to revisit their customer service strategy. Organizations are exploiting new … Continue reading →

Posted in Applications, What's New in Research | Tagged call center, contact center, crm, customer service, customer service rep, e-channel, e-mail, facebook, IVR, linkedin, mobile-apps, self-service, SMMP, social channels, social media monitoring platforms, social-media, telephony, twitter, web chat, web-2.0 | Comments Off