Good Customer Service is Provided by People, Not Mission Statements or Technology - CUSTOMER

CUSTOMER : 5/12/2014 eNewsletter   Latest Featured Articles » Good Customer Service is Provided by People, Not Mission Statements or Technology In many organizations, there is a strong disconnect between the type of customer service they intend to provide and the customer service they actually do provide. » NASDAQ Interviews Five9 CEO Burkland about the Paradigm Shift of Hosted Contact Centers While many contact centers are finding that hosted solutions are providing multiple benefits - both financial and organizational - the change-over to the cloud has been a little less transparent to the overall business world and to the customers that contact centers service. Customers don't care (on the surface) whether the agent they are speaking with is using a premises-based system or a cloud-based system, but they might if they need the advantages the cloud can offer regarding the quality of customer service they're being offered. » 'Set It and Forget It': Not a Marketing Motto Relevant to Social Media Customer Service In customer engagement, what works for one company may not work for another, and customer needs vary greatly by demographic, industry and product and services offered. » E-Commerce Isn't an Excuse to Get Rid of the Contact Center In the earliest days of e-commerce, there was a compelling but ultimately erroneous idea brewing in certain business management circles: e-commerce meant the death of the contact center. Many companies have had to play catch-up after buying into this mistaken idea. Top Stories » Pharrell Would be Great in a Call Center, Because He's 'Happy' » The New Boston Globe Customer Service Mobile App, for Speed and Quality Care » Comcast Opening Call Center in New Hampshire » Survey Shows What Call Centers Want in Software Solutions Featured Channels » Unified Communications Headsets » VoIP Call Recording » Mobile Security - Mobile Security Featured Resources » Four Cloud Contact Center KPIs for Next-Generation Service » Ask the Expert: SIP Trunking and WebRTC » Effectively Positioning Your Business for Mobile Customer Care » What Can I Do 4 U? 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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