Lydia Neptune

Gartner Predicts Social Media Will Be a Support Tool Among 40 Percent of the...

By now, most companies have gotten the memo about brand management via social media. Like us on Facebook, follow us on Twitter, you know the drill. As corporate social media strategy matures, what's on the horizon? It's customer service. "In 2010, only 5 percent of…

Increase efficiency, Drive Down Cost, and Improve customer Satisfaction All at the Same Time

How can your organization increase efficiency, drive down cost, and improve customer satisfaction all at the same time? By getting it right the first time – increasing first call resolution (FCR) is an incredibly powerful way for a call center to achieve success. Call...

Key Metrics to Measure for Social Media

Customers are using social media to talk about your brand, whether or not your company chooses to participate in the discussion. You know this. It's why your have a company Facebook page and Twitter feed, where the chatter about your brand can be gratifying or...

Self-Service Support: Are You Doing It Wrong?

Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company. However, when an interactive voice response (IVR) system is poorly designed,...

Mobile Devices Are Transforming Customer Service

Experts are saying that 2011 is the year that mobile computing will transform customer service. That's because mobile apps are "expanding the scope of customer service – mobile apps allow us to offer new functionality," according to Diane Clarkson, an analyst at Forrester Research....

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