Discussion Forum (44)
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KPIs for Social Media based Customer ServiceLook forward to suggestions on KPI to measure when settin up a Social Community for customer Support. While there are a lot for Volumetric… Started by RituparnLatest Reply |
Sr. Community Strategy Role and Job DescriptionHi, We are considering creating a Senior Strategic role in the company who would be responsible for the strategy, implementation and overs… Started by Marcia GallicchioLatest Reply |
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Managing 'Customer Experience' via Technical WritingI'm curious to learn how many colleagues here utilize a dedicated Technical Writer to develop content specifically for customer facing cont… Started by Jorge Delgadillo |
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5 hours ago Reply by Haim Toeg |
Renewals & Customer Success - Does a combo team with this charter work?I am thinking about creating a team in Client Services with the following charter / goals: Customer success and referencablity Reducing th… Started by David Canelis |
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Mar 11 Reply by David Canelis |
Certifying or Qualifying Support ContactsI'm interested in learning about best (or even good) practices with certifying or qualifying the people who can call for support. Or, if y… Started by George Crow |
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Mar 6 Reply by David Canelis |
Live Chat Best PracticesWould appreciate feedback regarding Live Chat best practices. We're building basic training for our new Chat agents and would like to compl… Started by Susan Rich |
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Mar 4 Reply by Susan Rich |
Creating Customer CommunitiesEngaging customers is good business, and network technology is a perfect tool to get them engaged. In fact, research on employee-customer r… Started by Peggy Carlaw |
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Mar 2 Reply by Jody Pellerin |
KPIs for Social Media based Customer ServiceLook forward to suggestions on KPI to measure when settin up a Social Community for customer Support. While there are a lot for Volumetric… Started by Rituparn |
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Feb 28 Reply by Haim Toeg |
Customer Satisfaction (CSAT):- Geo DifferencesHello, I'm currently investigating how customer satisfaction ratings differ between the three main geos being NA, EMEA and APJ. It seem… Started by David Perrault |
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Feb 26 Reply by David Perrault |
Services CompensationDo any product oriented companies compensate (such as raises, bonuses, etc.) their Services divisions separately based on the independent p… Started by Richard Erder |
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Feb 25 Reply by Bo Di Muccio |
Quarterly partner support callsWondering if anyone has some best practices regarding conducting quarterly catch-up calls with support partners? More specifically what ty… Started by Sarah McMullin |
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Feb 25 Reply by Shawn Santos |
Best Practices for Product Support Training beyond customer facing trainingHi folks, wondering if anyone has any best practices to share regarding internal training and support on products and 3rd party vendors. Ho… Started by Nicole Schwarz |
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