Do You Have a Customer Service Disaster Recovery Plan in Place? - CUSTOMER

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CUSTOMER : 3/11/2013 eNewsletter   Latest Featured Articles » Do You Have a Customer Service Disaster Recovery Plan in Place? What's your customer service crisis plan? If you said, "We don't have one," you may want to read this article very, very carefully. » CarHistory.us.org Dwells on the Plausibility of Video Chat with Customers Customer experience requirements changing as new devices and technologies reshape the communications landscape, and companies are also flitting from e-mail, online chat to social media and self-service channels to keep customers happy. But are they really doing enough? Do they have the arsenal that can cope with a fickle public? Sponsored By: CallFinder Beyond Call Recording and Quality Assurance: How Businesses are Using Speech Analytics to Close Critical Knowledge Gaps Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide. Read how companies are accessing in-depth business intelligence contained within these daily conversations using advanced, cloud-based call recording and speech analytics technology to gain direct insight into their customers' experiences to: Improve the customer experience Optimize internal processes Identify cost saving opportunities Collect competitive and market intelligence » Will Your Next Customer Leave a Message at the Beep? Leaving a message after the tone is something consumers have become accustomed to doing when calling a friend or loved one who isn't available at the time of the call. Even then it's not uncommon to try the cell phone when the landline goes directly to voicemail. If that attempt comes back fruitless, Skype may be the next step. » Dedicated Customer Service Twitter Handles Protect Branding Around the Clock If you fire off a tweet to @Microsoft to ask a support question about Office 365, then you may not receive a response. However, if you direct your tweet to @MicrosoftHelps, then you'll typically receive a response in less than an hour. Top Stories » Avaya Releases New Customer Experience Management Solutions » Contact Center Location is Part of Greater 'Customer Experience by Design' Strategy » J.D. Power: Better Networks Make for Better Customer Loyalty, More Spending » Salesforce.com's New Cloud Mobile Suite First in Series to Empower Customer Companies for Mobile Era Featured Channels » Call Center » IVR » Cloud CRM Featured Resources » Capture the Customer Experience with Web-based Solutions to Record, Search, and Analyze Conversations Between Customers and Agents » Desk.com Helps Small Teams and Growing Businesses Deliver on the Promise of Social Customer Service » Simplify, Virtualize and Innovate your Customer Service Operations 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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