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Customer Experience a New Priority in Business-to-Business Field
We've seen how retailers and business-to-consumer (B2C) enterprises have been focusing on customer experience of late, and deriving rewards from such efforts. What about the business-to-business (B2B) market, however? A new report from Temkin Group s… - 11/30/2015

Why Customer Service is an Investment, Not an Expense
It is hard to overstate the value of excellent customer service. According to a 2015 U.S. State of Multichannel Customer Service Report, 98 percent of American consumers believe customer service is important. So important, in fact, they back up that … - 11/24/2015

For the Best Customer Service, Focus on the Customer
It may sound like a blinding flash of the obvious, but to offer customers the best in customer service-according to a blog from TeamSupport-the place to start considering changes is right at the customer level. Start by forgetting the old adage about… - 11/24/2015

Don't Argue for the Contact Center - Justify it with Real-Time Data
Like it or not, the contact center is a must-have if you want to drive customer service, loyalty and sustainable revenue. That doesn't mean you need to be inefficient in operation. It simply means you need to be clear in the elements you're going to … - 11/24/2015

How Resource Requests Made Me a Thankful PMO Manager
Thanksgiving time always gives me the chance to take a step back and look at all the things that I am grateful for. This year, I am especially thankful for resource requests. You laugh, but I'm serious. A few years ago, my job was crazy and, honestly… - 11/23/2015

Making Customer Expectations Work For Your Business
Businesses that provide the best in customer support can generally count on getting some great returns out of that. Improved customer relations, a better chance for return business, even positive word of mouth. TeamSupport recently took a look at how… - 11/23/2015

Employee Engagement Has Less to Do With Employees and More to Do With Management Quality
Look for managers who employ a positive approach to managing workers. These are managers who are "people-oriented" and understand how to motivate workers in a positive way. Ensure they have the time to meet with individual employees regularly and bui… - 11/23/2015

Incredible Thanksgiving Story: Howard Hughes Gave Every Employee a Holiday Turkey
The following story is a perfect illustration of one of the foundation principles a successful employee incentive program should be based on. Specifically, if the reward is not linked to measurable achievements, it can cause more harm than good. Clea… - 11/23/2015

Today's SaaS Help Desk Solutions Doubly Customizable
Today's software-as-a-service (SaaS) help desk solutions are designed to overcome process barriers and provide a customizable solution that helps customer-facing personnel do what they were hired to do: find the right answers and promptly resolve cus… - 11/20/2015

Simple Questions to Ask Before Purchasing Contact Center or Help Desk Software
There are many issues that can cause headaches to businesses today. Some of them are uncontrollable: weather, a bad case of the flu spreading among workers and rising costs fall into this category. Other headaches are self-inflicted: poor managers wh… - 11/19/2015