Customer service best practices adoption
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| Tag | 1 | 2 | Value |
|---|---|---|---|
| LDR | 00000cam a22000004b 4500 | ||
| 001 | MAP20080025090 | ||
| 003 | MAP | ||
| 005 | 20191202111920.0 | ||
| 008 | 080916s2008 usa|||| ||| ||eng d | ||
| 040 | $aMAP$bspa$dMAP | ||
| 084 | $a922.112 | ||
| 100 | 1 | $0MAPA20080154813$aBand, William A. | |
| 245 | 1 | 0 | $aCustomer service best practices adoption$cby William Band with Sharyn Leaver and Mary Ann Rogan |
| 260 | $aCambridge$bForrester Research$c2008 | ||
| 490 | 1 | $aFor Business process & applications professionals | |
| 520 | $aThe authors surveyed 58 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 18 customer services best practices capabilities. We found that dopting customer service best practices is a major challenge for both B2B and B2C organizations. In fact, more than one-third of those surveyed evaluate their use of customer service practices as poor-below average. Specific problem areas include poor phone agent support, poor customer service knowledge bases, weak self-service to live agent transition, inability to handle email, and poor support for customer forums. Any one of these deficiencies will damage the customer experience, reducing satisfaction and eroding loyalty | ||
| 650 | 1 | $0MAPA20080593483$aServicio al cliente | |
| 650 | 1 | $0MAPA20080589189$aAtención al cliente | |
| 650 | 1 | $0MAPA20080536329$aB2B | |
| 650 | 1 | $0MAPA20080584931$aEmpresas virtuales | |
| 650 | 1 | $0MAPA20080615307$aSatisfacción del cliente | |
| 650 | 1 | $0MAPA20080614126$aFidelización de clientes | |
| 650 | 1 | $0MAPA20080602574$aMétodos de evaluación | |
| 700 | 1 | $0MAPA20080649838$aLeaver, Sharyn | |
| 700 | 1 | $0MAPA20080649845$aRogan, Mary Ann | |
| 710 | 2 | $0MAPA20080436582$aForrester | |
| 830 | 3 | $0MAPA20080648077$aFor Business process & applications professionals |