Centro de Documentación de Fundación MAPFRE - Customer service best practices adoption

Publicación: Cambridge : Forrester Research, 2008Serie: (For Business process & applications professionals)Notas: Sumario: 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 loyaltyMateria / lugar / evento: Servicio al cliente Atención al cliente B2B Empresas virtuales Satisfacción del cliente Fidelización de clientes Métodos de evaluación Otros autores: Leaver, Sharyn
Rogan, Mary Ann
Forrester
Serie secundaria: For Business process & applications professionals Otras clasificaciones: 922.112