Harness the Potential of Customer Interactions to Deliver Value
The amount of intelligence gathered through customer service is significant, in any industry. There’s far more value to handling customer contacts than improving the satisfaction and loyalty of customers, as vitally important as that is. So, how do you build the...
Building a Culture of Engaged Employees
Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel...
Gauge the Effectiveness of Your Customer Service Strategy
Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your...