Customer Service Spotlight: What to Watch for in 2012

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Customer Service Spotlight: What to Watch for in 2012 If you want to deliver the kind of standout service that attracts prospects, binds customers, differentiates brands, and drives corporate growth, your service organization must be in top shape. If it isn't thriving, you may want to run a health check. Customer service is a complicated undertaking, requiring service leaders to navigate an array of people, process, and technology options to find the combination that best addresses their market sector, customer segments, and products and services. These complexities make it difficult to run day-to-day operations, much less provide a superior customer experience. Download this complimentary white paper from Parature and you'll learn: The importance of adding effectiveness metrics to your efficiency metrics practices How empowering your agents can reduce turnover while increasing customer satisfaction How service recovery can turn a bad experience into even higher customer loyalty As the buzz around 'customer engagement' reaches deafening levels, customer service executives struggle with what it means for their organizations. While the potential for engagement that online channels offer customer support is unprecedented, they bring additional layers of complexity to already-burdened service operations. Still, service leadership must stay abreast of the new practices and technologies changing the face of CRM, or risk losing ground - and customers - to service organizations forging ahead.
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