Available On Demand
According to Forrester Research, customer service is emerging as the differentiator for many businesses. Both business-to-business and business-to-consumer organization are being forced to maximize every customer interaction and evaluate every aspect of the service delivery model.
Although companies distinguish between e-service delivered through self-service vehicles and customer service as an activity delivered through a call center, customers themselves do not. Regardless of the channel, customers want answers to their questions and resolutions to their problems. To meet and exceed these expectations, organizations must treat all channels as part of a larger customer experience continuum, with common underlying workflows and business rules, and seamless transitions between contact media.
Click the title below to view the webinar:
Customer Service Management:
Forrester's Software Evaluation Criteria and How InQuira 8 Stacks Up |
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View this on-demand webinar to learn...
- What Forrester Research sees in the Customer Service Management software market place
- Criteria Forrester Research suggests companies use to evaluate Customer Service Management software
- How InQuira 8 performs as a leading interaction-centric Customer Service Management software platform
Presenters:
- Chip Gliedman , Vice President, Forrester Research
- Tim Shetler, Vice President, Marketing, InQuira, Inc.
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