With the world’s leading cloud-based CRM platform, more than 100,000 companies depend on Salesforce’s agility for the speed and flexibility to attract and maintain customers in a competitive environment. But…
Whenever I broach the topic of First Call Resolution (FCR) there are two debates that kick off almost right away: first, what is first call (contact in the modern world)…
Providing quality customer service can be a struggle for many companies. But are service providers faced with a unique disadvantage? If you saw last week’s American Customer Satisfaction Index (ACMI),…
Continuing on this series of posts related to knowledge management that Coveo is helping me promote (the first one is here), I want to talk about efficiency versus effectiveness. If…
I grew up (professionally) in Call Centers. I did all the jobs there were to be done at one time or another: answered phones, played supervisor, managed people, planned for…
In the knowledge management for customer service industry, we have an ever-present problem – a recent Argyle study of customer care executives found that only 15 percent of organizations had…
Customer demand for high-quality support continues to grow, as customers have raised the bar for every interaction with support organizations. This comes as a result of the plethora of information…
And the winner is…Coveo! We’re pleased to announce that Coveo has just been named a 2013 Service Leader alongside Salesforce.com in CRM Magazine‘s Service Leaders Awards. These awards acknowledge the…
Customer service continues to be a regular topic of conversation within the leadership ranks of many companies. As companies look for ways to keep customer satisfaction and loyalty at the…
This week we announced new research that reveals some harsh realities for today’s contact center. The survey results indicate the biggest problems are caused by inefficient access to the information…
