The September 2013 issue of CRM Magazine, includes “Which Interaction Channels are Most Popular,” by Leonard Klie. Klie writes that multichannel options remain common for customer service, many companies share ownership for the integration among consumer affairs and marketing, often with customer care coming in third.
Tags: Call Center Agent
Everywhere you turn lately, you hear about the “customer experience,” a term that seems like it should be spoken with resonance through a loud speaker. Although, the term may be associated with bells and whistles, social media and apps, at its roots the customer experience is really about what the customer wants. Brent Leary writes in the July 2013 issue of CRM Magazine that “we always seem to get into this cycle of throwing new stuff at old problems without focusing on the fundamentals.” In his article, “Screaming for a Good Customer Experience,” he explains that a focus on the fundamentals is what is really important to customers.