Since launching its training program seven years ago, Dell has increased the number of issues handled per agent by 25%. We reveal their “secrets to success.”
Despite customers saying friendliness is important, McDonalds is addressing “broken” service by addressing issues with speed. We investigated why.
Here’s four reasons why hiring your customers for customer service could be an effective strategy for reducing employee turnover.
This article will explore 4 key considerations organizations should make to decide whether Amazon’s MayDay support model is right for them.
Want to know how Zappos runs its quality assurance program? Find out what secrets they’ve picked up over the years.
We interviewed five women in leading customer service roles for top U.S. companies to find out what they most attribute to their success.
Find out how US Airways enacts proactive customer service by programming their IVR to respond to customers intelligently based upon prior data analysis.
Best practices for building self-service channels, based on three companies that have exemplified success either in design, functionally, or content management.
In this interview, Badgeville’s CEO describes how they use their own system in their customer community to increase loyalty.
My story underlines the importance of making sure you provide low-effort customer service as a means for fostering customer loyalty.
Here are five tactics Virgin Air uses to empower their customer service representatives to provide exceptional experiences, inspired by real stories from customers.
Experts share their thoughts on whether Apple’s approach to remote work would work for all call centers, or if they just work for Apple, because they’re Apple.
In this video interview, we discuss why the “Internet of Things” could be the secret to providing more proactive, efficient and cost-effective customer service.
In a recent study on the customer experience of ten retail stores, local shops beat big business when it came to creating lasting connections with customers.
Small businesses are losing big when it comes to capitalizing on opportunities to upsell and present offers, according to new report.
Software Advice recently partnered with Desk.com, a Salesforce.com application, to uncover the top reasons companies buy customer service software.
We analyzed interactions with customer service software buyers to determine their top business pain points, reasons for buying, and most-desired features.
The default approach to service is resolve issues as they arise. But Imagine if you could proactively reach the customer before they even knew there was a problem.
In this article, we will describe what factors determine whether free help desk software is a fit for your company.
Want to know how much your self-service support is worth? Here’s a formula for calculating that value, and tips for driving even more return.