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Industry News Customer Service

Industry News for customer service focusing on company service metrics. How companies service and interact with their customers.

Frost & Sullivan Names Verizon a Market Leader in Hosted Contact Center Services

Verizon Call Center in Operation

Verizon Holds North American Market Leadership for Hosted Interactive Voice Response for Sixth Straight Year News Release  BASKING RIDGE, N.J. – October 1, 2012 – For the sixth consecutive year, Verizon Enterprise Solutions has earned Frost & Sullivan's North American Market … [Read more...]

CRM: Using Broadband to Re-kindle Customer Relationships

Chart on Customer Relationship Management

Companies, especially larger ones, have “taken it on the chin” in recent years due to the tremendous consolidation and streamlining of call-centers where once personal relationships with customers were defined by the locales in establishing relationships, and were kindled to perfection. Today, that … [Read more...]

Customer Service: Costs of not doing it well

image of Customer Service Call Center

It is estimated that poor customer service has cost the Cable/Satellite Industry over $12 billion in lost revenues over the past year, ahead of the financial services industry with more than $10 billion in losses; which is startling considering Cable/Satellite companies project themselves as the … [Read more...]

4 steps for customer service success on Twitter

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  Should companies be looking at Twitter to enhance their customer service initiatives? It seems that Comcast has developed a successful plan to "twitter" its way to a more personal and successful strategy in customer service.   The important part of this initiative was to develop … [Read more...]