customer service

What’s more important, the destination or the journey? If you have time and energy for meandering, then by all means throw out the map and take the road less traveled. But, if you’re a customer seeking help, arriving at an end point quickly and easily is your ultimate goal. While no journey is ever…

Talk to any customer care or CRM industry vendor today and you’ll probably hear how they are enhancing their offerings with bots. If you’re like many people, your first reaction may be negative. But communicating with a machine may not be as bad as you think. Bots are a trend in customer…

Cisco Services is all about the customer. Our goal is to deliver exceptional, timely and effective service every time, while helping them succeed. Cisco Systems, Inc. has been recognized by J.D. Power for providing an “Outstanding Customer Service Experience” for the 11th consecutive year. We are hu…

As consumers, we’ve all likely experienced frustrating attempts from businesses to capture our feedback. Receiving surveys that are too long, unrelated to the transaction, or sent to us again and again is a big turn off. These are not effective surveys and not only do they annoy us, but they likely…

When I was a kid, I won a vinyl record album in a local contest. (For those of you too young to remember, record albums were how early humans listened to recorded music in the dark ages before streaming music. Or CDs. Or cassette tapes. Or 8-tracks.) I dashed to the neighborhood record store to coll…

Small customer-care teams often have limited budgets and minimal IT support. Existing customer care solutions are typically too expensive and complex for their needs. Lacking IT’s attention and support, smaller teams often create their own “shadow” solutions by buying online. But many di…

The Connected Digital Experience I’ve visited the United Kingdom any number of times and enjoy the culture, history, and the food. (Well, maybe not the food as much.) Recently I exposed my lack of verbal maturity in a large public forum there by using a sports metaphor to make a point about customer…

Customer interaction is getting personal. As a consumer, I want the best possible service I can get. In just the last few years, I have seen service move from being a phone call with a representative to interactive voice response (IVR) systems to email or live online chat. These are great alternativ…

Do you have customers who come to your website, but are unable to find what they need? Do your contact center agents have to try to explain over the phone how to find something on the website? Or verbally walk customers through forms and processes? What if your agents could guide customers directly…