January 8th, 2014 | | Comments Off on The Knowledge Base of the Future: Cutting-Edge Ideas You Can Implement Now
While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are a few progressive ideas you can implement now to start building the knowledge base of the future.
January 8th, 2014 | | Comments Off on The Power of Customer Service Knowledge Management (CSKM)
Organizations around the world face market pressures that make providing excellent customer service a necessity. The ability to quickly and accurately address customer issues is a prerequisite for ensuring customer satisfaction and retention.
January 8th, 2014 | | Comments Off on Six Best Practices for Agent Knowledge Management
Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency.
January 8th, 2014 | | Comments Off on Customer Service Channel Trends Study
When we first set out to research the state of the customer service market in 2012, we made sure to build a survey we could repeat each year to track changes in the evolving topics of customer service.
January 8th, 2014 | | Comments Off on BarnData CONTACTfile CRM
CONTACTfile CRM is customer relationship management software that keeps details and organizes all contacts. The platform allows users to keep details for any number of people living or working at the same address, and find them using quick and easy search functions.
January 8th, 2014 | | Comments Off on Building a Profitable Omni-Channel Customer Service Experience
Customers demand an omni-channel customer service experience. They are no longer willing to settle for just one single channel. A service experience spanning phone, email, chat, Web, mobile, social media, in-store kiosks, IVR, SMS or in-store visits has become the expected norm.
Customer service agents are literally the heartbeat of a customer service organization. See how the KANA Enterprise Agent Experience makes the agent’s job so much easier and their service levels substantially better. The KANA Enterprise Agent Desktop provides a fully integrated experience with deep awareness of the context of each customer interaction. Agents always have the right information right when they need it.
The key to positive Web self-service is personalization. See how the KANA Enterprise Web Experience is a win-win for companies and customers. It combines knowledge management, case management and process management to meet customers’ insatiable demands for doing more online while helping you drive down the overall cost of great customer service. Context makes it personal. Consistency makes it effective. You make it a positive experience.
Make every customer service agent your best agent. With KANA Express Agent Experience you can integrate all service channels into a single agent desktop, making it easy to navigate customer contacts received via phone, email, chat, letter and in person.
Zoho Commentbox simplifies customer feedback to help companies interact more effectively with their customers through social integration and Zoho CRM integration.