Ashley Furness

5 Job for the Future Customer Service Organization

Customer service recruiting used to be really straightforward. You needed agents to man the phones and managers to monitor performance. Both positions are relatively low cost and require moderate to little experience. But this model is quickly becoming a vestige of customer service strategies...

How Zappos Lesson Does Customer Service Metrics

Shoe and apparel seller Zappos is renowned worldwide for exemplifying exceptional customer service. The company's founder and CEO Tony c wrote a book, Delivering Happiness, that was listed on The New York Times Best Sellers list for 27 consecutive weeks. "Zappos invests in the...

Watch Out Siri, Lola and Nina are Making Waves in Customer Service

The rapid proliferation of smartphones and an appetite for more personal self service has sparked a new dawn in mobile customer service innovation. Developers are creating Siri-like support apps that have the potential to become the consumer's support channel of choice. "Steve Jobs–knowingly or not–identified...

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