Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments andquestions quickly and in the right tone. But...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments andquestions quickly and in the right tone. But more importantly, they need to offerresolutions. Customers care most about how long it takes to find information ratherthan which channel they are using. They choose to use social media because theyare comfortable with the channel and it offers a convenient way to communicate.Ideally agents will resolve questions within...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments andquestions quickly and in the right tone. But more importantly, they need...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum In my lastblog I talked about the value of using social channels to support yourcustomer service...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum In my lastblog I talked about the value of using social channels to support yourcustomer service efforts. Here I’ll talkabout understanding the most relevant social media tools and how to handlequeries and issues. The first step is recognizing the types of social media thatare most valuable for your organization. This can be overwhelming since social toolsinclude photo, video or music sharing apps, comments and...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum In my lastblog I talked about the value of using social channels to support yourcustomer service efforts. Here I’ll talkabout understanding...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Social media has become a daily part of life for many. Butwhat is its purpose and why have we become...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Social media has become a daily part of life for many. Butwhat is its purpose and why have we become so reliant on these tools? It hasn’treplaced phone conversations, texts, emails or even real life meetings; ratherit has become a useful addition. On a simple level, it’s an ever evolving,admittedly often infuriating, view into friends’ lives, a way to send messages,show off, or digitally curate the way we want to be...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Social media has become a daily part of life for many. Butwhat is its purpose and why have we become so reliant on these tools?...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated and many times inaccurate. The success of a web self service site islargely impacted by the success of the search engine you choose to deploy. Hopefully your main driver for building a web self help sitewas to provide faster more accurate and consistent solutions to your customers’ issues.A side benefit of a good wed...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated and many times inaccurate. The success...
Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the...
Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the largest factors contributing to service costs is lengthy calls into the contact center. Contact center managers are constantly striving to shave seconds off of call handling times. Improving the performance with Oracle Knowledge (formerly InQuira) can reduce average call handling times while improving customer satisfaction....
Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the largest factors contributing to service...
The pressure on Service Executives today comes from both ends. You are being asked to lower your costs to help meet corporate financial goals, and customers are...
The pressure on Service Executives today comes from both ends. You are being asked to lower your costs to help meet corporate financial goals, and customers are demanding faster, better service to help them meet their goals. Although these goals seem to conflict, there are ways to do both. Knowledge Management tools have been around for a long time, but companies are getting varying levels of success. Along with the right tools, you also need to have the right vision for...
The pressure on Service Executives today comes from both ends. You are being asked to lower your costs to help meet corporate financial goals, and customers are demanding faster, better service to...
Three key elements of a winning formula for customer support. Customers want to find answers fast. Agents that have instant access to the collective knowledge...
Three key elements of a winning formula for customer support. Customers want to find answers fast. Agents that have instant access to the collective knowledge of the entire team, plus the insight of who is asking, and the context of the situation, have the ability to wow a customer. Forcing agents, or customers, to research a solution that has previously been researched, wastes their time and delays the solution. Making a customer explain the context of the issue multiple...
Three key elements of a winning formula for customer support. Customers want to find answers fast. Agents that have instant access to the collective knowledge of the entire team, plus the insight of...
It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road...
It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road for even experienced leaders. You need to reduce your agents research time while increasing their answer accuracy. You want to spend less time training them while growing the number of products and systems being used. You have to deal with increasing service volumes but at the same time you need to focus on creating...
It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road for even experienced leaders. You...
At this year’s Technology Services World (TSW) in Las Vegas, Social Media was again/still one of the buzz words. There were several sessions covering how...
At this year’s Technology Services World (TSW) in Las Vegas, Social Media was again/still one of the buzz words. There were several sessions covering how various companies are dealing with the social side of business. Having also struggled with how to incorporate social into support, I know it is not an easy problem to solve. In some cases social tools, like Twitter, do not really help you service your customers, but they certainly help you find the ones you did not service...
At this year’s Technology Services World (TSW) in Las Vegas, Social Media was again/still one of the buzz words. There were several sessions covering how various companies are dealing with the...
