Customer service

A Corizon poll investigated which communication channels British consumers prefer and those that contact centers offer. The resulting research has revealed demographic preferences for various contact methods. The findings also raise questions about how contact centers are coping with the increased number of contact channels and whether they're able to...
Who gets blamed for late appointments?
We all have been there: we have an appointment with a service provider or a representative from a company like a plumber, a delivery company or the installer of a new Internet service and the person doesn’t show up in time, or worse, doesn’t show up at all. A...
Supportforce - integrated customer service
In the ongoing integration between contact center solutions and CRM in a multi-channel world it was to be expected: cloud pioneer Salesforce.com just launched Supportforce.com. Most analysts were waiting for the announcement which is fully in line with the evolutions in the contact center market where, as mentioned in our...
A totally disconnected chaos. That's pretty much what the customer service looks like in many major European companies. According to research by BT, conducted in six European countries, customer service fails to deliver in many areas with frustrating customer experiences as a consequence. A remarkable finding: 95% of the surveyed...
support
Despite the increasing investments in CRM , many organizations keep struggling with customer relationship management and customer service in a contact center context. In its latest report, ICT integrator and contact center specialist Dimension Data, found that 63% of surveyed contact centers find it hard to properly train their...