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Customer service best practices adoption

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<rdf:Description>
<dc:creator>Band, William A.</dc:creator>
<dc:creator>Leaver, Sharyn</dc:creator>
<dc:creator>Rogan, Mary Ann</dc:creator>
<dc:creator>Forrester</dc:creator>
<dc:date>2008</dc:date>
<dc:description xml:lang="es">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 loyalty</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/102900.do</dc:identifier>
<dc:language>eng</dc:language>
<dc:publisher>Forrester Research</dc:publisher>
<dc:rights xml:lang="es">InC - http://rightsstatements.org/vocab/InC/1.0/</dc:rights>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Atención al cliente</dc:subject>
<dc:subject xml:lang="es">B2B</dc:subject>
<dc:subject xml:lang="es">Empresas virtuales</dc:subject>
<dc:subject xml:lang="es">Satisfacción del cliente</dc:subject>
<dc:subject xml:lang="es">Fidelización de clientes</dc:subject>
<dc:subject xml:lang="es">Métodos de evaluación</dc:subject>
<dc:type xml:lang="es">Libros</dc:type>
<dc:title xml:lang="es">Customer service best practices adoption</dc:title>
<dc:relation xml:lang="es">For Business process & applications professionals</dc:relation>
</rdf:Description>
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