customer service
Market Report: The Top Technologies Enabling Front-Middle-and-Back Office Integration
November 30 by Evan BeebeThe enterprise isn’t static and process management needs to have the tools that can respond to the organization as it changes. This market report will discuss the strategic benefit of combining front-...
SSOW North America Key Takeaway: Understand Your Customer's Business
March 16 by Shared Services & Outsourcing NetworkMaybe it’s something to do with 20 years, maybe it's Florida, or maybe it's the many old friends I've seen at Shared Services and Outsourcing Week North America, but this event feels different...
Setting the Stage for Customer Service
February 11 by Lew BaderLet’s turn our focus to Customer Service. How your people react towards a customer when the call comes in is critical to a successful Order to Cash cycle. One wrong word, one negative perce...
Stakeholder Engagement = Success [4 steps to getting there]
January 08 by Anupam DiwanStakeholder Engagement One is tempted to believe that the role of project manager is to dictate to others what they are supposed to do and/or delegate the task to team members. Why do we need t...
TCN Announces Merger with Global Connect, Leading Cloud Communication Services Provider
December 14 by Press Release SSONWith more than 1,500 customers combined, the merger brings together two major call center technology providers to boost offering, increase market share and accelerate growth ST. GEORGE, Utah and...
Next Lever for HR: RPA
October 06 by The Shared Services & Outsourcing Network EditorSiemens’ head of global HR is looking for the next lever to support HR services – and she believes it’s robotic technology. "It’s amazing to me to hear that a company implemented robotic process autom...
Building a Reputation on "Service"
March 24 by Ron KaufmanTraditional customer service is not enough anymore; retain talent by redefining "service" as "value"
Starting out with Live Chat
March 05 by Wayne ButterfieldMy first blog on the subject of Live Chat was short and sweet, but I hope it got you thinking, (if you’re not already doing so) about your Digital Service strategy (read it here to refresh your memory...
Telling versus Doing
March 03 by Lee CoulterI was thinking earlier this week about a time years ago when I had a manager significantly change my performance review after that first meeting, when the he gave me my review. I was working at Gene...
Is Customer Service Now Too Complex to Manage In-house?
November 07 by Matthew BowmanFor the past few decades, many companies have resisted the urge to outsource their customer care – arguing that their products/solutions were too specialized, that their brand was too valua...
A Client For Life is a Dying Breed
November 03 by SSON EditorI'm charged with boosting revenue for my company through the sales and marketing of our product - whether it's a service, solution or software. Here's the thing. It's not like a few years ago, whe...
Plugging the Gaps in E2E Service Delivery
August 08 by Lee CoulterThe concept of end-to-end (e2e) is an interesting one. If you ask any one person about a process or a service on an e2e basis, you will typically get an incomplete view, based on the fact that that...