Executive Summary (This is a document excerpt)

We surveyed 58 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 18 customer services best practices capabilities. We found that adopting customer service best practices is a major challenge for both B2B and B2C organizations. In fact, more than one-third of those surveyed evaluate their use of customer service practices as poor/below average. Specific problem areas include poor phone agent support, poor customer service knowledge bases, weak self-service to live agent transition, inability to handle email, and poor support for customer forums. Any one of these deficiencies will damage the customer experience, reducing satisfaction and eroding loyalty. How well does your organization stack up? Compare your organization to customer service best practices, pinpoint the best opportunities for quick wins, and build an action plan to close the gaps.

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