Your Source for Providing a Better Customer Service and Customer Support Experience

ParaFest '10 - Call for Speakers

Speaking at ParaFest ‘10, being held at the hip, rock-n-roll Hard Rock Hotel & Casino Las Vegas, is a great way of sharing your passion and expertise with industry peers and colleagues. Parature is seeking customer service experts and industry thought leaders who want to share their Parature Customer Service™ software and industry knowledge with users attending the conference. All session speakers will be entitled to one (1) complimentary conference registration OR one (1) night complimentary guest room.

Sessions

ParaFest ‘10 will feature both industry and product specific sessions. We invite presenters to submit proposals on Best Practices in Customer Service & Support Using Parature Customer Service™ Software. Read more »

ParaFest '10 - May 4-6, 2010 - Las Vegas

We announced today that our sixth annual users’ conference, ParaFest ’10 will be held May 4 - 6, 2010 at the Hard Rock Hotel & Casino Las Vegas. This customer focused conference will allow Parature users from around the world to gain invaluable knowledge from industry experts and thought leaders, while networking with colleagues and peers.

ParaFest ’10 will feature hands-on training sessions led by the Parature Professional Services team and a diverse mix of customer service and support best practices sessions led by Parature customers as well as other industry experts. Attendees will have a unique opportunity to exchange ideas, share industry insights and trends, and network with their peers as well as Parature executives and staff. The popular ParaFest Zone will be available for participants to meet with Parature experts and partners, experience new product features and learn tips and techniques on how to further strengthen their investment in Parature Customer Service™ software. Read more »

Download the White Paper

In today’s environment, the customer has never been more important - customer satisfaction and retention are critical to any organization’s success, and customer service is essential to that end. The most efficient and successful customer support departments are versatile; providing their customers with a preferred method of support. Today’s customers are tech-savvy and require so much more than simple phone support. Integrated multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, ticket systems, social networks, and easy issue escalation paths via the Web must be implemented to empower support teams to provide the level of service that customers expect.

The white paper entitled “Multi-Channel Service: Enhancing the Customer Experience” is available for download now.

The webinar features John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA). His area of expertise is in creating strategies for improving the overall customer experience and services operation through technology.

If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.

A copy of this presentation is available in our SlideShare profile.

Download the Coremetrics success story

Every day, more than 2,000 online business sites globally – with transactions representing over $20 billion per year – rely on Coremetrics to optimize their online marketing.

Most significantly, the company’s clients are happy. Yet not that long ago, Coremetrics recognized it was time to take support to the next level to drive client satisfaction.

“We recognized the need to provide our clients the 24×7 help needed, but in a scalable way,” said Paige Newcombe, senior director, Global Client Services. “The metrics spoke to the need to offer new support solutions to our clients.”

Download this customer success story and discover how leading marketing optimization software provider Coremetrics increased customer satisfaction, loyalty and revenue with Web self-service.

How to Tell Anyone Anything - Discussing the Issue

If you have been following this blog series faithfully, you have seen the first steps in painlessly having difficult discussions with your staff: starting in a safe place, asking good questions, and acknowledging people. Now, in this final installment, we get to the fun part: getting the issue itself on the table, whether it is performance, attitude, or even personal issues like hygiene.

When you do these first three steps well, you will find that you can now be extraordinarily frank about whatever you want to discuss – IF you do the following two things:

Step 1: Boil the issue down into facts

I am a huge baseball fan. And do you know what my friends usually say when their favorite teams lose? Things like “they stunk” or “they choked.” Here’s the problem: these terms are not only threatening, they are completely useless. There is no such thing as an anti-stink drill or a non-choking procedure. What really happened is that their team dropped a critical pop-fly in the eighth inning, or the opposing team had a more accurate pitcher on the mound – and *that* is what you can actually change. Read more »