Filed under: Uncategorized | Tags: customer service, Customer service management, Mark Angel, SEM, Service experience management
By Mark Angel, Chief Technology Officer
Control over the customer experience means technology that works for you, not against you (see Part 1). The starting point for getting your technology under control is ensuring your technology works together.
Universal integration of all enterprise data and tools offers you and your agents complete control over the end-to-end service experience. Agents on the frontlines can easily view a customer’s account history along with suggested next steps, everything from troubleshooting tactics to financial discounts that compensate for the problem and build brand loyalty.
Filed under: Uncategorized | Tags: Customer service management, Mark Angel, SEM, Service experience management
By Mark Angel, Chief Technology Officer
How many ALT+TABs did your agents execute today? As customer service representatives (CSRs) navigate the thicket of systems, tools, and views required to do their job, ALT+TAB is a metric of distress.
In the era of Twitter, blogs and 24-7 news cycles, you know all too well the damage done by bad service. Negative customer experiences are unequivocally killers of loyalty and profitability. So, if the value of great service is so clear, why can’t we consistently deliver it? Simply put, and through no fault of their own, your customer service agents are out of your “control.”
By Charlie Isaacs, Chief Customer Officer
Yes, the economy is poor and everyone in the Global 1000 are reducing or eliminating “nice to have” activities and expenditures. This is not the time to curb spending on the customer experience. This is not the time to think about cutting back investments in your customers.
