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Bettering the Customer Experience . . .
Busting 3 Myths about the Value and Cost of Customer Service
Anyone involved with the customer service group within an organization is trying to provide the best level of support to customers while working within the financial and operational constraints of the organization. These diametrically opposed forces can sometimes leave us feeling hopeless. However, by examining some of the assumptions that are in most of our heads and forcing ourselves to question these assumptions, we may be able to find a balance that results in happier customers and contented executives. 1.) Better Customer Service is.... Cheaper?? What you probably knew: . . . read more >>
New Strategies for Customer Relationship Management
Customer relationship management (CRM) practices have traditionally included sales activities, marketing, customer care and even technical support. However, these same organizations handle collections the way they did 20 years ago - with separate customer care and accounts receivable functions. This "reactive" strategy stalls collection activity -- and payment -- until the customer is well past due. However, a new "preventive" collections approach that combines advanced technology and sophisticated billing analytics identifies revenue recovery opportunities early in the payment cycle. This strategy, with proven success at sites in 27 countries, secures payment before the customer ever reaches the collections stage. . . . read more >>
CallCopy Offers Upgraded Workforce Optimization Suite
CallCopy, a provider of contact center call recording and workforce optimization (WFO) solutions, announced an updated version of cc: Discover, the company's WFO suite. cc: Discover allows organizations to better utilize business intelligence and end customer satisfaction through integrated call recording, speech and desktop analytics, quality management, screen capture, agent coaching, performance management, customer survey and workforce management. . . . read more >>
Four Ways Mobile Will Boost Your CRM Strategy
Many companies have realized that a great way to reach and engage with customers, regardless of their location, is via mobile phones. More advanced companies realize that the mobile phone can even drive customer engagement and offer insight into customer preferences, ultimately securing brand loyalty and additional revenues. CRM software implementations are often large-scale corporate initiatives run from the top down. However, properly managing customer relationships can (and should) be a daily focus for many constituents across business channels within an organization. With this in mind, many companies have begun tracking Twitter and Facebook for mentions of their company. Smart organizations are using these social channels to drive interaction, boost customer service, and stay top of mind. . . . read more >>
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