5 years, 21 days ago

Information Right from the Source

Providing high degrees of customer service, while managing costs is a balancing act that is extremely difficult. Customers expect higher degrees of service, across multiple channels, and want to have it 24×7. Meanwhile organizations are under pressure to increase efficiencies and reduce agent and infrastructure costs. Your customers like self-service, but want high touch options immediately if they can’t find what they are looking for. Off-shoring and IVR systems have been tried, but have sometimes resulted in unhappy customers. Unfortunately, now those unhappy customers will go to Yelp or Twitter to talk about their experience, so it is critical to get the balance right.

The head of Customer Service must often rely on technology to help them deal with these opposing forces. So in preparation for our launch of Assure for Customer Service, we decided to engage IMTS (Integrated Marketing Services) to help us better understand how customer service professionals use technology to solve their customer services challenges – and get this information right from the source. IMTS contacted 150 customer service leaders at large organizations, and using live interviews, found out some very interesting things.

Related posts:

  1. Survey Says Lack of Business Strategy Among Top Concerns of SharePoint Deployments The results of our How are Businesses using Microsoft® SharePoint®…
  2. BPM in a down economy, redux Ahead of its BPM Summit on March 23-25 in San…
  3. Are BPM budgets increasing in 2010? A recent Gartner survey revealed that BPM budgets are expected…

Related posts brought to you by Yet Another Related Posts Plugin.