Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore..

4 Steps to Successful Customer Service

Amazon

It’s amazing to see the contrasts of successful companies that dot our history to the newer companies of recent history up to today. Despite the contrasts, they all have one thing in common. They are relentlessly focused on customer service..

Jottings from a CEO Note Book: How to Get (and Stay) in Touch with Your Customers thumbnail

For a CEO to lose touch with what his customers want, need and feel is a surefire route to failure. Happily, establishing effective contact with customers is incredibly straightforward. Here’s how..

Omni-Channel: A New Support Model for Next-Generation Customers thumbnail

Multichannel support sounds good – instead of contacting a company on a business hours-only support line, customers have more choices. But is the multi-channel model effective in helping customers and the companies that serve them resolve issues more quickly?

How Good Customer Service = Conversions

Conversation rate

This infographic from Zendesk walks through different channels and gives examples where companies can either do the right or wrong thing when it comes to providing excellent customer service..

Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai.

By capturing, identifying, and managing complaints across the enterprise, organizations will increase customer satisfaction and mitigate regulatory risks.

How Customer Care Can Boost Your Sales and Increase Your Profits thumbnail

This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits…

What Is the Velocity of Your Customer Service?

What Is the Velocity of Your Customer Service? thumbnail

What comes to mind when you hear the word velocity? Fast, charging ahead, positive motion – velocity is a power word. Learn how velocity applies to the customer service experience…

Six Ways Leaders Can Give Great Customer Service

Customer with cashier in retail store

Why is great or even decent customer service so difficult to implement? Read on to learn how leaders can instill a sense of attention to the customer…

10 Things Your Customers Really Want You to Know!

10 Things Your Customers Really Want You to Know! thumbnail

Delighted and loyal customers – we all want them. But first, there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you…

Measuring Customer Service Performance: Lifetime Customer Value thumbnail

Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero…

Top 15 CRM Software Awards 2015/16

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards.

Some surprising findings have been released from [24]7’s Customer Engagement Index, focused on better illustrating how customers today interact with brands.

According to retail solutions provider, Solutions for Retail Brands (S4RB), a leading supermarket own-brand team is saving an estimated £150,000 a year

marcus evans will host the 3rd Annual Utility Call Center Operational Excellence Conference on September 14-16, 2015 in San Antonio, TX.

5 Customer Service Training Videos that Won’t Cost You a Penny thumbnail

One way to give your team some visual brain food is to utilize the many free customer service videos that can be found online.

Cognito Appoints Laurent Othacéhé as CEO

Cognito, the field service management solutions company, has appointed Laurent Othacéhé as CEO, as part of a wider organisational restructure intended to position the company for growth. Othacéhé joined Cognito in 2014 as Sales Director, bringing with him more than 20 years’ experience in the field service industry. Prior to that he was CEO of [...]

Eptica has announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)”. This marks the second consecutive year that Eptica has appeared in this Magic Quadrant. According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the market for global customer service and support [...]