Closing the Gap Between Online and Offline Customer Support Quality - CUSTOMER

CUSTOMER : 3/23/2015 eNewsletter   Latest Featured Articles » Closing the Gap Between Online and Offline Customer Support Quality Other tactics to improve the quality of online customer support include ensuring that all channels, including online and brick-and-mortar, are in sync. A major source of frustration for customers is when action taking in one channel does not carry over to another. » Avaya Announces new Customer Service Solution for Google Platform Avaya recently announced that it had developed a contact center solution that would run on the Google platform. Customer Engagement OnAvaya Powered by Google Cloud Platform (CEOPGCP) will be offered as a service and be accessible from Chrome-based devices like the Chromebook. It is expected to be available this spring. » Presenting a United Face to the Customer: Solutions Integration Helps Avoid Fiascos Most customers - if not all - have had at least a few customer support fiascos during their life. They're hard to forget: they involve multiple calls and contacts to a company that can't seem to find any answers, or offers conflicting information. Snippy customer support personnel put the call on hold repeatedly, transfer it multiple times and still can't find an answer. Retailers ship the wrong products, or provide defective products and make it difficult to get a return or resolution. » Millennials & The Customer Service Shift Companies are starting to rethink the way they interact with customers as the next generation of consumers is starting to overtake the market. By the year 2017, Millennials are expected to spend more than $200 billion annually. There is a movement in customer service from outdated systems to new social channels and personal interactions-and Millennials are at its heart. Top Stories » Centrify Launches Elite-Level Support Program for its Enterprise Customers » Wheelings and Dealings: Altocloud Snags $2 Million for Predictive Customer Service Platform » Firstsource Solutions to Hire 250 at New Oregon Call Center » LaSalle Solutions Awarded Cisco Customer Satisfaction Excellence Award Featured Channels » Contact Center Solutions » Customer Experience » Customer Service Software Featured Resources » Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers » Making the Right Call: Key Factors to Consider When Choosing a Contact Center Vendor » Simplify the Software Experience on Any Device with Consumer-Style Apps » Secure Analytics in the Modern Data Architecture 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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