Moving from a Helpless Desk to a Helpful Support DeskArticles and Discussions about Customer Service and Support and the Customer ExperienceFour Ways to Ensure a Calm Customer Experience- July 23, 2008 During a phone contact, everything but facial expressions will become the vehicle in forming an impression of your company. The tone of voice, the choice of words, the warmth or lack of it, all of this plays into the brief relationship the customer will have with your company through your service center. Here are four ways your agents can help smooth the contact:http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/fou... I Have a Spreadsheet. Why Do I Need Customer Support Software- July 17, 2008 No more lost information, missed SLAs, or incidents falling through the cracks. No more calling multiple numbers to find your customer. No more attempting to update a gargantuan spreadsheet without errors or promising yourself you will design the perfect database for all this information when you have the time.http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/i-h... Customer Self Service Serves the Business Too- July 2, 2008 Customer-centric companies endeavor to discover what their customers want, need, appreciate in a product. An excellent tool for gaining this insight is the forum application found in many self service center software solutions.http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/cus... |