Happiness in the call center is often considered an oximoron. But the quality of your customer service depends on these people in a position that deals so much with anger, frustration, and stress.

High hold times for customer service phone calls is a plague in the customer service experience today. Too often by the time customers reach an agent, customers have had to wait so long that the experience is ruined. According to onholdwith.com (a site that catalogs complaints from Twitter users stuck on hold), telecommunications firms (phone, cable, Internet)…

Customer relationship management (CRM) software is critical in order to organize customer service actions into the effective and efficient processes needed to deliver an exceptional customer experience. So how can you tell if you’re getting everything you need from your CRM software? Not all CRM software is created equal. While most will give you simple…

Is a shift in how customer service is done actually needed? Certainly. While roughly 80% of companies believe they deliver superior customer service, only 8% of customers believe they’ve received outstanding service. There is a good reason to start thinking about it. Forrester mentioned proactive outbound communication as one of the top customer service trends…

With the recent economic issues, and nearly all business sectors taking hits as the economy still drags through the recession, I wonder if it’s the opportune time for companies to try new ways of doing business. If you’re struggling as it is, and especially for those companies that have seen the writing on the wall…

Chatwing’s simple customer service community tool makes it easy to unite customers and improve the customer service experience online.