Customer service best practices adoption

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      <subfield code="a">Customer service best practices adoption</subfield>
      <subfield code="c">by William Band with Sharyn Leaver and Mary Ann Rogan</subfield>
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      <subfield code="a">The 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</subfield>
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