Customer Service

Do companies really understand their customers? If they did, surveying customers wouldn’t be such a big business. There is often a serious gap between the quality of customer […]

While many companies haven’t changed the way they offer customer service in years or even decades, customers themselves are ever-changing. This presents a problem for many companies, who […]

For years companies have been trying to understand what customers want. There are so many customers wanting so many things it’s deafening. How can we open our ears yet […]

Social media is fast becoming the preferred channel for customer service among consumers, but companies are failing to meet their expectations of ready availability and swift responses, according […]

Training contact center employees can be a challenge. It’s difficult to find the time and a constant pressure to train faster can compromise quality. It’s logistically difficult to […]

Kunnect recently posted an article about the fast-changing benchmarks in the call center industry as well as in customer service. In the summary below, you’ll read about how […]

In order to grasp the full impact and ROI of social customer service, companies need to measure it in a way that enables comparison with—and benchmarking alongside—more traditional […]

More than 50% (an increase of 5% over 2012) of consumers in the U.S. switched service providers in 2013. Clearly, customers switching is a problem. But the problem […]

Web users are increasingly familiar with an annoying phenomenon afflicting all manner of sites: you’re just browsing around, minding your own business and up pops a chat window […]

Before diving into multichannel strategies, get your house in order – according the article written by Lauren Horwitz from SearchCRM. A summary of that article is below: Companies […]