Tricia Morris articles
2016 Customer Service Trends: Empower Every Employee to Serve the Customer
“Most employees are trying to engage the empowered customer with the same siloed technologies and stagnant knowledge repositories they’ve used (or not used) for years.
Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller
Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong.
7 Big Benefits of Giving Employees the Knowledge They Need
Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees.
5 Top Customer Service Takeaways from CRMUG Summit
CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas…
2015 Global Customer Service Report: Customer Expectations and Location, Location, Location
Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations?
INFOGRAPHIC: 2015 U.K. State of Multichannel Customer Service
With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , and the new rankings for best and worst customer service in the U.K.
Customer Service Employees are Among the Least Engaged: What's One Way to Change That?
A new report from Quantum Workplace shows a disturbing statistic for one of the most important departments in any organization.
Government Customer Service: Lead the Campaign to Improve Public Perception
In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector…
NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service
With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K.