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In the ideal world, a "customer service" agent would perform admirably whether the customer chooses to interact over the phone or through email. This scenario is easier to manage and to staff, and it often contributes to improved efficiencies as agents can be more thoroughly utilized. The reality, however, is that those agents best suited...

It is hard to teach someone how to provide excellent customer service. When it comes to something like customer service it is often quicker and more effective to show examples of good service rather than to break it down into raw elements and try to replicate it mechanically. We all like to have models to...

Previously, I was discussing Availability vs Uptime. I would like to continue that discussion by talking about the components of the NICE network. In a SaaS environment, there are many components that contribute to the overall experience and performance of the SaaS services. Those include the customer’s network, third party service providers and the network and...

"Word of Mouth" is the term used to describe the events that take place after you passionately like or dislike a product. The first thing most people do after they finish drooling or fuming is to tell everyone they know. Research has shown time and time again the power that Word of Mouth has on...

Web chat tends to be far more preferred by the younger generation than the older generation (and it seems "younger" is about 25 years old. Of course it doesn't have to be this way, both customers and agents are likely to fall closely to this demographic. The multi-media contact center needs to evaluate how to...

Over a period of months, Facebook users campaigned for Betty White to host Saturday Night Live. The show's producers wisely listened to their viewers and brought the venerable Golden Girl on the show a couple weeks ago, only to have the highest ratings of the season. The Betty White campaign is an amazing example of what...

Web chat is a great channel alternative to offer your customers. If your "callers" happen to be in front of their computer and they are reasonable typists, web chat can be a very efficient way to complete a transaction. Depending on the chat technology, you can even lock down chat access behind a secure website...