For the last several years, Forrester has consistently identified proactive engagement supported by automated technology as one of many key trends in customer service. Proactive engagement dramatically improves customer service efficiency. Case in point: Companies can easily automate the handling of customer support tickets involving routine issues, such as looking up account information, resetting passwords […]
By Shep Hyken In 1945 George Orwell published the literary classic, Animal Farm, which was required reading in my middle-school English class. I always remembered the line: All animals are created equal, just some animals are more equal than others. Someone recently referenced the book and this famous line, and it made me think about […]
By John Tschohl Providing outstanding customer service at the right price is the “Golden Rule” of most companies. It’s worth remembering that we all experience customer service every day. Customer service is a critical piece of your business, and you should fine-tune it as much as you can. Here are some well-known facts on customer […]
Challenges. Every career has them. No matter what industry you are in, there will always be challenges. This is especially true if you’re setting out on your own path as an entrepreneur. While there’s no easy path to success, you can make the journey more enjoyable with these tips for overcoming the common challenges women […]
By Cliff Ennico “My partner and I run a small software business that caters to a niche market. “Our customers (all businesses – we don’t sell to individuals) are located primarily in the United States and Canada, but we do have two corporate customers in the United Kingdom that account for less than 1 percent […]