Customer service: Customers have emotional baggage too

CEB by CEB

By Chris Herbert By Chris Herbert 92% of customers have interacted with the firm before they talk to a rep; acknowledging this and resolving any outstanding issues will improve customer service The customer relationship is the foundation of any customer service … View full article

Posted in: Customer Service, News & Events
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Top 20 customer service quotes and what you can learn from them

by Nicola Brookes

Sometimes you can find greater wisdom in words than in statistics. Facts and figures tell you part of the story, but words can sum an idea up effortlessly. And when it comes to customer service, there’s no shortage of wisdom … View full article

Posted in: Customer Service, News & Events
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Omni-shambles or omni-present?

Maria McCann by Maria McCann

I first heard the phrase omni-channel in 2012. A retail brand I was working with was integrating its systems so customers could seamlessly browse, shop and interact with the brand across all the channels available to them, including the contact … View full article

Posted in: Call Centre Technology, Customer Service
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How to include customers in the sales process

Shift CRM by Shift CRM

While Salesforce is often associated with tracking leads, managing contacts and deploying marketing campaigns, it has the potential to be utilized in a more unique way. In many respects, customers are the best sales people. There’s no denying the value that experienced sales professionals bring … View full article

Posted in: News & Events, Sales
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XSLT by CarLake