Online customer service

MUST READ Customer Self-Service Learning Guide LEARNING GUIDE - This guide explains customer self service and uses and best practices of self-service technology. Call Center Manager Learning Guide LEARNING GUIDE - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.

NEWS: 1 - 3 of 65

	Salesforce.com acquires InStranet, adds knowledge management to CRM suite SearchCRM.com | 20 Aug 2008 ARTICLE - Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.

	Speech self-service speaks the language of savings Peppers & Rogers Group, special to SearchCRM.com | 03 Jul 2008 ARTICLE - For companies like DirectTV and Orbitz, maturing speech self-service is improving customer satisfaction while decreasing call volume to the call center.

	Text analytics fueling Voice of the Customer programs SearchCRM.com | 17 Jun 2008 ARTICLE - Charles Schwab has begun using text analytics to mine its customer feedback. The maturation of text analytics is fueling these Voice of the Customer programs, experts say.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 11

ONLINE CUSTOMER SERVICE EXPERTS
			Lior Arussy President ASK A QUESTION

	Call center contest: How did you impact the customer experience? Submitted By: SearchCRM.com | 10 Dec 2008 CONTEST - Tell us about your most rewarding experience as a customer service rep – the top three will win American Express Gift Cards.

	Measuring chat session average handle time (AHT) 08 Jul 2008 EXPERT ANSWER - It is possible to measure average handle time (AHT) for online chat sessions, says Lori Bocklund. Lori explains how to go about measuring AHT online in this expert tip.

	Building customer trust online: Tips for success 19 Jun 2008 EXPERT ANSWER - Building customer trust online can be tricky -- Don Peppers lists a few ways to maintain your customer's trust over the Internet in this expert tip.

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REFERENCE & LEARNING: 1 - 3 of 10

	Call center chatting: Top 10 buzzwords Amanda Malgeri, Assistant Editor | 01 Apr 2008 TOP BUZZWORDS - We've compiled this list of the top call center chatting terms and phrases to help you learn about chat technology in the call center.

	Self-service technology: Top five buzzwords Amanda Malgeri, Assistant Editor | 02 Nov 2007 TOP BUZZWORDS - Get definitions for the top five self-service technology buzzwords.

	Call Center Manager Learning Guide SearchCRM.com editorial staff | 04 May 2007 LEARNING GUIDE - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.

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DOWNLOADS: 1 - 1 of 1

	Tying trust to customer values with Don Peppers Published by: SearchCRM.com | 25 Jun 2008 PODCAST - In this podcast, you'll hear from Don Peppers on tying trust to customer values and building customer trust online, in person, and through an outsourced call center.

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BEST WEB LINKS: 1 - 3 of 3

	How to improve customer service in a call center SearchCRM.com | 25 Aug 2008 RESOURCE CENTER - If you want to learn how to improve customer service in a call center, these resources, expert tips and best practices will help guide you through the process.

	Help desks encourage do-it-yourselfers SearchCRM.com | 02 Apr 2004 BEST WEB LINK - There's a clear message emerging from the help desk industry -- User, heal thyself.

	Speech-recognition technology blossoms Peppers and Rogers Group, special to SearchCRM.com | 10 Dec 2002 BEST WEB LINK - Peppers and Rogers has found that speech recognition technology is maturing and saving companies a lot of call center cash.

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DEFINITIONS: 1 - 3 of 19

	Quality of Experience 03 Apr 2008 WORD - Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software ...

	off-peak 23 Jul 2007 WORD - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up ...

	outbound call 23 Jul 2007 WORD - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for ...

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	SEE ALSO - Topics Related to Online customer service:  Hosted call center, Call center manager, Speech technology, Call center agent, Call center outsourcing, Call center software, VoIP call center