For Self-Service Success: Focus on Customers First, Not Cost Savings
As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come.
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INFOGRAPHIC: 2016 State of Knowledge for Customer Service
Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. -
Buy or Bye? Why Customer Service is Increasingly Key to Retail Success
Today’s retail customer is always shopping around – in store, online, on the phone. -
Microsoft Dynamics CRM 2016 Wins Gold Stevie Award
Microsoft is not only in the game when it comes to customer service and customer engagement; it’s in it to win it. -
Customer Retention: Why Investing in Long-term Growth is a Smart Bet
According to NewVoiceMedia , an estimated $41 billion is lost by U. -
Microsoft Wins in 2016 CRM Magazine Service Leader Awards
It was a wise man (Ben Franklin specifically) who said, “without continual growth and progress, such words as improvement, achievement, and success have no meaning. -
Brands Reveal Big Gains from Incremental Improvements in Customer Service
Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference. -
16 Statistics Shaping the Future of Customer Service
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace. -
6 Metrics to Measure Your Customer Service Knowledge
Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. -
How Many Employees Does It Take to Break the Customer Experience?
How many employees does it take to break the customer experience? Just one. -
2016 Trends: "Humanless" Customer Service Driving Change
As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue. -
Microsoft Dynamics CRM 2016 Wins CUSTOMER Magazine Product of the Year Award
Microsoft Dynamics CRM 2016 is wasting no time in showing its strength in delivering intelligent customer engagement.
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