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Customer service best practices adoption

Recurso electrónico / electronic resource
MARC record
Tag12Value
LDR  00000cam a22000004b 4500
001  MAP20080025090
003  MAP
005  20191202111920.0
008  080916s2008 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.112
1001 ‎$0‎MAPA20080154813‎$a‎Band, William A.
24510‎$a‎Customer service best practices adoption‎$c‎by William Band with Sharyn Leaver and Mary Ann Rogan
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2008
4901 ‎$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
7001 ‎$0‎MAPA20080649838‎$a‎Leaver, Sharyn
7001 ‎$0‎MAPA20080649845‎$a‎Rogan, Mary Ann
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 3‎$0‎MAPA20080648077‎$a‎For Business process & applications professionals