Challenges in Managing the Customer Experience - Customer Inter@ction Solutions

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Featured Articles » Hosted Contact Centers Make for Light-as- a-Cloud Customer Service Costs » Customer Service Software: EnerNOC Benefits from Salesforce's Sales Cloud » Six Reasons to Get an IVR » RightAnswers Acknowledged for Knowledge Management Leadership   Sponsored By: CRM Excellence Award The 12th Annual CRM Excellence Award winners will be chosen on the basis of their product's or service's ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer   Top Stories » 21st Century Insurance Call Center Singled out for 'Outstanding Customer Service' » Contact Center Workforce Optimization Revenue Grew 10.5 Percent in H1 2010 » Redwood Collaborative Media Launches Contact Center Association » Customer Service Software: Improved Email Synchronization and Logging with Salesforce.com   From The Expert Corner March 08, 2011 Challenges in Managing the Customer Experience By TMCnet Special Guest Most businesses claim to use their company's customer service organizations as a key differentiator in creating competitive advantage in the marketplace, but this does not withstand closer analysis. The service the vast majority of these companies provide is actually the same as their competitors, so the question becomes: where does the differentiation come in? What has occurred is that customer service has become an undifferentiated commodity. It is a cost companies must pay to get in the game, just as purchasing real estate, electricity and labor. It is a necessity, the price of doing business rather than a differentiator that confers competitive advantage... Read More Read more about Cable, Satellite, Information Technology   Featured Video ININ Interview   TMCnet Free Premium Content » Best Practices: Online Chat Sales » Using Customer Value to Distinguish Service Levels » Cohesive Customer Experience Management » Call Recording Guide to PCI DSS Compliance    Latest Blogs » Sirius is Serious About Customer Service » Are Contact Centers Supporting Customers Via Social Media?   Featured Channels » Call Center Hiring » Call Center Wallboards » Contact Center Outsourcing » CRM Software   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of IP Communications professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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