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

Tweets of the Week - February 8-12, 2010

Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience.

To keep up to date with all these valuable links, simply follow us @Parature.

Take Stock In Customer Experience Leaders
http://bit.ly/a17dLU
by Bruce Temkin at Customer Experience Matters

How Comcast Approaches Social CRM
http://bit.ly/c1PGcd
by Jacob Morgan Read more »

Parature European Users' Group - February 16-17, 2010

Parature traveled to London to host two events this week; a prospect event, Parature Customer Experience Seminar, on Wednesday, February 17th, and a customer event, Parature European Users’ Group, February 16th – 17th.

We will be hosting a Welcome Reception & Dinner on Tuesday night for prospects, customers, and partners. Check out the agendas by clicking on the event links.

The Parature Customer Experience Seminar will entail a keynote by Sahar Hashemi, Co-founder of Coffee Republic, a demonstration of Parature Customer Service^TM software, a presentation from one of our new partners, Get Satisfaction, and will be emceed by Parature Account Executive, Rick Niles. Read more »

Tweets of the Week - February 1-5, 2010

Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience.

To keep up to date with all these valuable links, simply follow us @Parature.

CRM & Customer Satisfaction: CRM implementations that improve your customer knowledge increase your customer satisfaction scores
http://bit.ly/9Feqk8
by Jim Henning at Vovici

The Perils of Treating Different Customers Differently
http://bit.ly/cV0UhB
by DonPeppers at Peppers & Rogers Group Read more »

Support Channel Survey by John Moore

We invite you to help our friend John Moore with his survey of customer support preferences and usage patterns. John will be running this survey – hosted on his blog Random Thoughts of a Boston-Based CTO: John Moore’s Weblog – through the end of March and will share his results once all the survey data is complete.

Please take the survey and invite your communities to do the same.

Take Survey

Webinar: Getting Your Worst Customers to Love You

Most customer support teams are good at handling routine transactions. But what about a customer who is threatening to sue you? Or asks to have you fired? Or an employee who got so fed up with IT support that he smashed his laptop and then ran over it?

All of these are real situations that support professionals reported in a recent survey sponsored by Supportindustry.com and Parature. This interactive webinar, teaming communications skills expert and bestselling author Rich Gallagher with Parature’s VP of Marketing Gary McNeil, looks at how to handle situations like these and more. The open panel discussion format will examine the best practices, tools and technology behind handling your worst-case scenarios. Read more »

Sahar Hashemi, Co-Founder of Coffee Republic - Keynote Speaker for European Users' Group

Sahar Hashemi, co-founder of Coffee Republic, founder of Skinny Candy and lecturer on innovation & entrepreneurship will be the keynote speaker at Parature’s European Users’ Group to be held February 16 - 17, 2010 at The Cumberland in London. This customer centric event will allow Parature users in Europe to gain invaluable knowledge from industry experts and thought leaders, while networking with colleagues and peers.

Sahar Hashemi, together with her brother Bobby, founded Coffee Republic and built it into one of the United Kingdom’s most recognized high street brands. Giving up her professional job as a lawyer in London, she and her brother staked everything on a dream and made Coffee Republic one of the main players in the ‘coffee revolution’ that transformed a nation of tea drinkers into one obsessed with ‘triple decaf half-caf lattes’ by focusing solely on the customer experience. Sahar left the day-to-day management of Coffee Republic in 2001 to write ‘Anyone Can Do It – Building Coffee Republic from our Kitchen Table,’ which reached number one on the Amazon business chart. Sahar has received numerous recognitions including, 100 Most Influential Women in Britain by the Daily Mail and is a frequent keynote speaker at various high profile events. Read more »

Parature Receives 2009 Product of the Year Award Presented by Customer Interaction Solutions® Magazine

Parature Customer Service software received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

“Parature is honored to be a recipient of this prestigious Product of the Year Award, stated Parature CEO, Tim Davenport. “Parature is committed to setting the standard for support teams worldwide by continuing to bring innovative products to market and by providing the smartest, most efficient way for organizations to support their customers.”

“I am pleased to honor Parature for its hard work and success. Parature has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use them,” said Rich Tehrani, CEO, TMC. “For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements,” he added. Read more »

Tweets of the Week - January 18-22, 2010

Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience.

To keep up to date with all these valuable links, simply follow us @Parature.

Customer Experience is More Important Than Ever
http://bit.ly/d2eBGh
by Valeria Maltoni at Conversation Agent Read more »

"Best Practices in Customer Service" Webinar Series

Delivered by the industry’s leading minds, this thought leadership series is designed to serve as a valuable resource to provide insight into customer service best practices and industry trends. The webinars in this series are ‘must attend’ events for any organization committed to improving the customer experience. We invite you to register for one or register for all depending on the topics that interest you.

Customer service industry experts, Robert Spector – bestselling author, Rich Gallagher of Point of Contact Group, Paige Newcombe of Coremetrics, John Ragsdale of Technology Services Industry Association (TSIA), Dr. Natalie Petouhoff of Forrester Research, Jay Topper of Rosetta Stone, Sahar Hashemi of Coffee Republic, Lorraine Grubbs-West of Lessons in Loyalty and Southwest Airlines, and Lisa Ford – customer service expert will focus on current industry technologies, best practices and trends that are key for organizations to improve their support processes to improve the customer experience. Read more »