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customer service tag

Drill down on customer service search:

23 result(s) displayed for customer service (1 - 23 of 23):

How TextGen Converges Texting with Service

Face it, your customers don’t want to talk on the phone, they want to communicate with you the way they do with everyone else, using text. Sure, this is a generational issue but the young are getting older. Moreover, the...

At Stew Leonard's Deciding Who to Serve First

I had a fascinating trip recently to Stew Leonard’s where I witnessed employees having a conversation about customer service. If you aren’t familiar, “Stews” as we affectionately call it started in 1969 and is a huge grocery store in TMC’s...

Oracle Customer Experience Live Blog

The event is about to begin.Judy Sim CMO takes the stageMark Hurd President takes the stage.Mark started off talking about the need for happy customers. Only 30% of customers can engage with customers on mobile - few of these people...

Apple Shows the Success of Sticker Marketing

My mother received an iPad from the family on Mother's Day and when she opened the box I noticed there was no user manual but there was an Apple sticker. How amazing I thought that customers are accepting of being...

Sytel Limited Expands to US

Sytel Limited. A company with a strong dialer and scripting engine is expanding into customer service, media blending and more recently, the US. As more customers look for SMS support, Sytel allows these short messages to be integrated into the...

Funny Customer Service Video

If you are Visa, you have to be a bit miffed that this video is floating around touting your poor customer service. As I have been saying for a while now, in an age of social media, you have to...

RightNow Technologies Optimistic About Future

Last month I reached out to Greg Gianforte the CEO of RightNowTechnologies regarding how his company is doing. Why? Well the hosted communications/call center/CRM market seems to be doing better than others as a result of reduced CAPEX budgets and...

Comcast Embraces Twitter

Comcast has been known for poor customer service in the past but is now on the leading edge and should be commended. You can follow the happenings at the company on Twitter and immediately engage with a corporate exec. Here...

A Candid Interview With Greg Gianforte, CEO of RightNow

Is service the new sales? According to Greg Gianforte, CEO and founder of RightNow, not only is this a true statement but sales is the highest form of service. In a recent podcast interview with Yours Truly, Gianforte explained how companies...

Learn From Skype

I have noticed something counter-intuitive and it has to do with quality of experience as compared to the cost of a product. What I mean is that generally speaking when you pay more for something you get better service. First...

Calabrio's Call Center Solutions Advance

The trend towards unification is something you can see everywhere from cellular phones which now include music players, GPS and cameras to desktop software allowing communications with once disparate applications. One company in the call center space which is surfing...

E-Mail Customer Service Complaints

Few things annoy me  as much as poor e-mail interactions with companies I either purchase from or am thinking of purchasing from. I am sick and tired of companies who send me an auto-response e-mail and then never follow through...

Sprint Complaints

Sprint Complaints Last night I got together with my family for dinner and I found that my Aunt was desperate to talk with me about her recent customer service experience with Sprint. She upgraded her phone and it wouldn't work...

Nice Systems Win

Nice Systems recently reported multi-million dollar contracts with a number of banks. The banks are using NICE Perform, part of NICE SmartCenter, as well as an enterprise fraud solution from Actimize, which NICE acquired in August. With NICE SmartCenter these...

Big Brother Service Provider

If I told you a book distributor with a virtual monopoly in most of the US was blocking the distribution of books it found inappropriate, what would you say? What would our government do if such a practice took place?...

Comcast Customer Support

This morning I went to Wikipedia to look up the formal definition for the term ballistic. Most of us know there is a term “going ballistic” which basically means freaking out in a potentially violent manner. Wikipedia doesn’t have an...

Off to ITEXPO West 2007

I am sitting in the airport this morning on my way to LA and reading Russell Shaw’s coverage of new research which discusses how websites of telecom companies are no good. Russell says this is information we already know. Interestingly...

Nice Systems

Brian Spraetz, Senior Product Marketing Manager NICE Systems Inc., recently sat down with me (virtually over e-mail :) )to discuss IP communications and NICE’s upcoming presentation at ITEXPO.   NICE Systems is the leading provider of Insight from Interactions, offering...

Virtual Customer Interactions

This is my next Customer Interaction Solutions High Priority column. If memory serves it will be the October, 2007 issue. As often happens this will be the unedited version. If this is of any interest be sure to subscribe digitally...

Kiosks

The new face of sales and service will be kiosks according to this article from MSNBC. Frankly I am not a huge fan of kiosks but I am less of a fan of standing in line....

Cablevision Customer Service

I have been consistently impressed with Cablevision customer service. I am having a problem with my network and it is potentially complicated. From time to time the network experiences packet loss for a few minute period.   I have...

Gartner on Customer Service

Customer service is so crucial in every organization and Gartner is a well-respected name in the field of technology market research. It is for this reason when Gartner analysts make a live presentation, it is usually a great idea to...

Get Human

I recently came across a very funny video clip that teaches callers how to get right to a live operator. It takes tips from a website called gethuman.com and you'll learn tips like mumbling, hitting zero repeatedly and other tips...
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