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Customer Service Channel Usage Highlights The Importance Of Good Self-Service

Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction ...

Forrester's Top Trends For Customer Service In 2015

As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service -- whether ...

SugarCRM Offers Customers a Modern Online Support Experience

Customer experience is at the center of SugarCRM’s charter, so the company wanted to ensure its online support reflected this core value. In late 2013, SugarCRM decided to replace its existing ...

CX Matters, thoughts from Expert John M. Perez

Customer support video technology company Katana interviews CX Expert John M. Perez ...

Amazon Echo – are you listening?

Amazon Echo is the latest attempt by the online retailer to embed themselves in the fabric of family life. The contemporary looking new device is a snip at $99 for prime ...

John M Perez voted 2014 top Expert to follow in Customer Service


Thanks to the folks over at GetApp.Com for including me in this years Top 2014 Customer Service Experts to follow on Twitter.  Every month I visit contact centers and customers ...

What Jimmy Kimmel reminds us about knowledge management

One of the most profound short term needs in government is for a modern knowledge management system. Why start with Jimmy Kimmel? Those of you familiar with the US comedian ...

5 Songs to Improve Your Customer’s IVR Experience

It's 2012, and if your IVR hold music is lame then get with the program and start implementing some recent tunes that will put your customers in a good mood ...



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