New Research Report Emphasizes Importance of Quality in Customer Support Interactions - CUSTOMER

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CUSTOMER : 1/23/2013 eNewsletter   Latest Featured Articles » New Research Report Emphasizes Importance of Quality in Customer Support Interactions While many contact center organizations are aware that they need to boost service quality - a depressed economy demands it, and customers are becoming more demanding of it and willing to take their business elsewhere if it's lacking - too many companies are focusing on less important metrics. While the speed of resolution and time to answer are certainly important metrics, the quality of the interactions shouldn't be lost. Customers are also demanding consistency in the service they receive, regardless of which channel they choose. » InfoSys Addresses New Customer Services Challenges with AssistEdge Infosys today took the wraps off a new solution called AssistEdge, which aims to improve the overall customer experience by addressing contact center agent productivity and integrating service-related activities across all channels. Sponsored By: Genesys Simplify, Virtualize and Innovate your Customer Service Operations, an on-demand webcast brought to you by Genesys. Listen to Jim Kraeutler, Strategic Business Director for IP Virtualization share 10 success stories in 20 minutes. Learn how. » Tango Networks Talks Tech, the Customer Experience and More Two elements invaluable to a business looking to remain competitive as well as profitable are technology and customer satisfaction. With next generation technology in place, processes are made easier, projects are completed much more quickly, and costs are reduced. This in turn enables clients to rest assured that they have teamed with the ideal partner, helping to bring the customer experience to an unparalleled level. » Transforming Your Contact Center to Respond to Customer Behaviors Companies that are looking to transform their contact centers into hubs of customer engagement need to listen closely to what customers are saying - and how they are saying it. When a customer is faced with an IVR system, he or she can react to an open-ended prompt in any number of ways. Some customers are more comfortable with these systems than others, and of course customers have a wide variety of personalities as well. Contact center transformation expert West Interactive identifies four different types of responses to IVR prompts and suggests ways to deal with those customers. Top Stories » A Virtual Call Center Connects Your Customers » Voice Broadcasting and Outbound IVR: Reach Your Entire Audience with the Push of a Button » H.R. Owen Improves Customer Experience through NewVoiceMedia Hosted Call Center » Social Media Fragmenting Customer Service Strategy, Report Finds Featured Channels » Call Center Management » Cloud CRM » Social CRM & Mobile Care Featured Resources » Cloudy with a Chance of Insight: An ISV's Guide to Customer Usage Data Collection and Analysis in the Cloud » Boost Your Customer's Experience » How To Support Your Customers with Twitter Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology 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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