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Please join Tealeaf and Airlines Reporting Corporation (ARC) for a 35 minute replay where you will learn how to establish a competency in online customer experience management. A competency powered by the continuous feedback loop you...
August 22, 2007
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Forrester Research shares primary research results about the factors customer service and support executives consider when determining the value of online communities, including a reduction in agent-assisted interactions, an increase...
February 20, 2010
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We examine the best ways to use exceptional customer service to differentiate your organization in the rapidly evolving multi-channel customer service environment. Beginning with your contact center and web properties,...
November 15, 2009
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In this white paper, we examine why KM is hurting your customers, and what you can do about it. The following top three myths of knowledge management as they relate to customer service are challenged: Myth #1: The "Value" of Existing...
December 1, 2009
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The inaugural Call Center Satisfaction Index results were released this week and to no one's surprise, PC call centers came in last among six industries surveyed. Why do 25% of people hang up on calls without their issue resolved and what are...
May 30, 2007
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September 26, 2006
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Jason and Keith talk about about a new lawsuit against dell brought by the state of New York, more reports of lost personal data, 10 things we hate about meetings and look ahead to Interop 2007....
May 18, 2007
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This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile...
October 15, 2010
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Learn how customer service executives are using social media to reduce expenditures on costly support channels, obtain feedback, identify emerging product issues, and improve support content from their customer networks...
September 3, 2009
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Get an update on the progress of the KM-based customer service market and IntelliResponse. In this report by the Patricia Seybold Group, a Boston-based consulting and research firm specializing in helping Fortune 500 companies...
February 15, 2010
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