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

Metrics that Wow! How Coremetrics Became the Customer Service Model of Success

A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.

But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?

• Customer satisfaction improved to 90%
• Agent responsiveness is up to 92%
• Agent product knowledge grew to 91%
• Customer loyalty jumped to 93%

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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.