Blog Detail
The PhaseWare Files
http://www.phaseware.com/PhaseWare-Files-blog
The PhaseWare Files Articles, Observations, and Ideas about Customer Support, customer service, and help desk activities.
- Added on: Jan 13th, 2009
- Country: United States
- Language: English
- Author: Jody Pellerin
- Listed in: Software Technology
- Tags: customer service knowledgebase CRM help desk customer support knowledge management
Recent Posts
Don't Let Social Media Knock You Down Like Domino's (Pizza)
By now I am sure the story of the (now former) Domino's Pizza employees has made the rounds of the water cooler, so I won't go into any more detail than to say it involved two Domino's employees who were old enough to know better, a video camera,&nbs...
How Much Duct Tape Does It Take? Good customer service tools increase customer retention
Written by guest blogger Jack Sumrall, Sales, PhaseWare, Inc. As my wife can testify, I'm a lousy handyman. She's known this for a long time, but I have been completely delusional about this flaw in my otherwise moderately complete male résumÃ...
Where Are the (Virtual) Doughnuts? Conducting team meetings using chat
I previously posted about things to consider when using Chat in the customer support center. At the end I mentioned that a determination of use would need to be made prior to implementation. I recently read a study ("So What Shall We Talk About...
The Road to Higher Customer Satisfaction: 3 Customer Service Characteristics That Please Customers the Most
I found an interesting piece of information in a study of the influence of service agents on customer satisfaction, done by Craig Froehle of the University of Cincinnati. Now this study was published in 2006, but I doubt that its relevance has change...
Saving Private Rabbit
Written by guest blogger Jack Sumrall, Sales, PhaseWare, Inc. Remember the urban legend about the two women that lived next door to each other? They were both married with families, they both worked and they were close friends. One...
Be Cool: Re-Tool!
Wouldn't it be great if your company could be this agile? A Lewisville, TX VolksWagen dealership faced with sagging sales and a newly dug used-car lot thought twice and, instead of simply stopping work, decided to use the lot to sell... Vespa....and ...
