Welcome to Customer Service In The Cloud

An online community of Customer Experience Professionals. Sign-up here »

Already a member?

Remember Me

Archives for Blog

If you missed Oracle Open World this year, you can certainly catch up by watching these critical sessions. If you have the Cisco Webex client installed on your Oracle Service Vision and Roadmap Oracle RightNow Cross-Channel Contact Center Oracle RightNow Web Customer Service Oracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud Service […]

According to a NICE 2012 Consumer Channel Preference Survey, consumers on are now using six different channels on average to contact service providers, and 86% say that they are communicating more often with businesses over all major channels, using the one that’s most convenient at any given time. That may be an online support ticketing, […]

Great but awkward interview with Salesforce CEO Marc Benioff with Michael Arrington. Marc speaks on Bill Gates, Larry Ellison, and Steve Jobs in a humbling way.

It’s been a long two weeks on the road, and as I land back in my home town of New York, I was delighted to a great surprise.  On my way from my flight to get my luggage, I get a tweet from the folks over at GetApp.Com.  They indicated that I made their list […]

As I put the final touches on my eBook entitled “Customer Experience in The Cloud”.  I thought I would share with everyone some of the key performance indicators to evaluate when your managing an online customer service operation.  In this blog post I included 10, but in my book I cover about 30 key performance […]

The expansion of digital channels and an increasingly crowded online marketplace are changing consumer spending habits and online behavior. And the more consumers spend online, both in time and money, the more demanding they become of the online customer experience. Consumers are very articulate when it comes to their online expectations, and they’re quick to […]

I’m a major shopper, as all my friends know, but even I am shopping online more often these days. That puts me in line with the 60 percent of consumers in Deloitte’s 2013 LivePerson Connecting with Customers report who say they are shopping online more frequently than they used to. When they hit your site, […]

This is Forrester blog post by author Kate Legget.  Utilize our business case tools on our online store where you can find digital templates to help evaluate the value of making the investments in customer service technology. We know that investing in customer service is good for business and can positively impact your revenue. However, […]

According to a recent survey by Deloitte, 60% of consumers say they are going online more often to find the best products and services – and their decisions are heavily influenced by the tools, information and service they find when they go to websites or perform a search. A new 2013 LivePerson Connecting with Customers […]

The expansion of digital channels and an increasingly crowded online marketplace are changing consumer spending habits and online behavior. And the more consumers spend online, both in time and money, the more demanding they become of the online customer experience. Consumers are very articulate when it comes to their online expectations, and they’re quick to […]

Page 1 of 12:«1 2 3 4 »Last »