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February 13, 2013

Infographic: Better Business

67% of consumers state they are inclined to spend more money with a company that provides top-notch customer service, and 75% of consumers are willing to spend more money with companies that boast a history of quality customer service. To keep the numbers high, businesses small and large are still putting the customer first. But what is their approach?


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January 22, 2013

Infographic: Customer Care Change up

Customers have had enough of waiting on the phone and getting the runaround. Each year, the collective consumer public thinks service gets a little worse. In every industry, customers are going mobile and turning to social avenues to fix their product and services problems faster and more efficiently. Take a look at the customer service industry and what consumers want changed.

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January 7, 2013

Hell Hath No Fury Like a Customer Scorned

And the heat is usually felt by agents and businesses alike. Can there be a happily ever after?

The vocal drill or exercising the vocal cords is easily associated with a professional singer. Nowadays, it has acquired a different meaning. What starts at a lower decibel level challenges the permissible levels allowed in public - most often when people are speaking with their customer service executives. When you listen in on the conversations, the most common phrases are, "No that is not what I said," "I don't think you are getting my problem," "I already explained my problem before." 

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December 31, 2012

10 Ways to Transform Customer Service Experience in 2013

As the New Year approaches, I've been thinking about the state of customer service at enterprises. As someone who spends a lot of time re-imagining the possibilities of customer service, the first thing that comes to my mind is the challenges. What ticks off customers? Why aren't contact centers as productive as they can be? What impedes enterprises from delivering a memorable experience to customers?

As I went about answering these questions, the answers evolved to a list. And I find that this list can be viewed as customer service or contact center trends for 2013. So take a look at the slideshow below, and share your views at the end of the slideshow. Or leave a comment. Let's talk about what it takes to deliver a great 'experience.'

8 Plays to Deliver an Integrated Customer Service Experience
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