I spend a lot of time researching and reading whitepapers in the customer service and contact center industry. Understanding changing consumer preferences and upcoming trends is essential in today’s competitive environment. Plus it lets us share cool new stuff with our loyal subscribers.
To spread the love even more I thought I would share 3 whitepapers that I’ve thoroughly enjoyed in my readings. If you’re a contact center, also take a look at the sneak peak of our slides for next week’s webinar! We’ll be chatting about abandon rates and CSAT levels with a special guest speaker. Hope to see you there!
This whitepaper discusses the change in technology and how your customer service can keep up! The five trends it discusses are:
- A 360 degree view of customer service
- The rise in first contact resolution
- The need for social and mobile
- Improving service and sales
- How to get proactive
This whitepaper was written by one of our favorite companies, Zendesk. It talks about customer service skills on the phone, through email, chat and even social media. Some practical and insightful tips are given to help you succeed in customer service.
Another great company to follow for helpful customer service tips is Parature. This whitepaper talks about how to build a quality content knowledgebase. Whether you are just launching a knowledge management system or you need some tuning up tips this whitepaper provides expert recommendations on how to help.
We talk about:
- Consumer Expectations
- Improving Customer Satisfaction Levels
- Lowering Abandon Rates
- The Future of the Call Center
- Plus so Much More!
Who should watch:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
- VPs & Directors of Customer Experience
Jeannie Sugaoka, Senior VP of Support Services, Tech CU
Sugaoka joined Tech CU in 1992 as Member Services Operations Manager, with subsequent promotions to Central Operations Manager and Vice President of Project Management, prior to taking on her current role. She oversees 32 employees and all regulatory and daily operations, including the Contact and Lending Call Centers, Central Operations, and Cash Management functions.
Shai Berger, CEO, Fonolo
Shai is responsible for setting the company’s strategic direction. His experience and accomplishments within the customer service and contact center industries have positioned him as a thought leader and innovator in the space.