The Blog trumps the FB post and the Tweet

Social media channels have provided a platform for anyone, including brands,  to express anything and everything.  But do we as consumers weigh all of these posts and opinions equally or do we trust one channel more than another?  What about the author? How do we view comments made by friends and collegues in relation to those [...]

Traditional Search – Not Enough for Agents?

We’ve been pouring over the recent Forrester report (The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010, July 19) which talks to the evolving trends in the service and support landscape, and noticed their comment on KM tools.  

Aberdeen: Contact Centre Still on Top

Even with all of the service options available to customers, the contact center continues to be the channel of choice for support.  According to the Aberdeen Group’s latest benchmark on Multi-Channel Service Delivery, the contact centre still handles 35% of incoming requests and accounts for more than a quarter of all service issues resolved.

Greater Flexibility, Improved Service Levels and Significant Cost Savings for Support Operations According to New White Paper

TORONTO, ON, July 30, 2010 – The recent downturn in the global economy has intensified pressures on customer support operations to become more cost-effective in the short term and make strategic choices that will help organizations emerge leaner, and more efficient. All while maintaining or enhancing customer satisfaction. Increasingly, organizations are moving to a Business Shared Services model to address these challenges, according to a white paper published by Customer1, a leading provider of CRM software for customer service and support.

The Elusive First-Call Resolution

We all want to answer every question, with the right solution, at the first point of interaction, regardless of channel. Everyone looks to FCR as an indicator of productivity and everyone knows that it plays a major role in determining your overall service and support costs. So if we’re all so focused on it, why is it so difficult?

CRM Innovator Debuts its Award Winning Software Solutions in the Middle East at GITEX

Award-winning customer service software company will demonstrate its innovative CRM solutions at GITEX 2009 in Dubai

Charlottetown, PEI – October 16, 2009

Canadian customer service software company Customer1 Corporation will demonstrate its award winning CRM and helpdesk software solutions for the first time in the Middle East during GITEX Technology Week in Dubai, October 18-22, 2009….

Customer1 Announces New Corporate Entity and Expanded Leadership Team

Charlottetown, PEI –  September 16, 2009 The Customer1 management team is pleased to announce that a new corporate entity, Customer1 Corporation, has been established as a privately held business company with offices in Charlottetown, PEI and Toronto, Ontario, Canada.  The new corporation owns all rights, title and interest in and to the Customer1® suite of [...]