Customer satisfaction is important in any organization but the main criteria is to achieve and maintain it. Customer satisfaction can be achieved when any organization gives importance to service. But, the key question is how to retain quality service? To know more about quality service, please follow John Tschohl (Founder and President, Service Quality Institute, Minneapolis)’s article link: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/828/Default.aspx

Mostly all customer service providers offer there service through phone calls. It is time consuming and customers have to wait long before they can have a conversation personally. Optus is an Australian Provider in integrated communications and a subsidiary of SingTel, brings in effective action its [24]7's mobile chat capability in Optus mobile app. This application will allow customers to chat with Optus customer care from a mobile phone. It is a very smart choice and it will give personalized service to all consumers. The same user friendly service which they accessed from their laptops and PC's is now available on their phones. It is a brilliant experience for the customers and increases customer satisfaction as it saves a lot of time. The same service should be adapted by other service providers also so that they do not lose their market share. Read more at: www.contactcenterworld.com/view/contact-center-news/optus-makes-customer-service-brilliant-with-247s-chat-in-the-optus-mobile-app.aspx

Craig Borowski (Research Associate at Software Advice, that offers call center software comparisons) in his survey data outlines the reasons why should a company offer callback instead of making customers wait on phone impatiently. 63% of respondents prefer call back instead of waiting on phone. 43% of them expect a callback within half hour whereas 25% said it does not matter when the call was returned. Thus three measures to eradicate the problems are: Introducing an intelligent call back system such as Virtual Hold Technology (VHT). Allowing the use of applications like FastCustomer and help it to navigate the IVR. The best solution possibly would be to launch a new phone system altogether. If callback emerges as a growing technology it will eliminate the frustration among the customers of waiting long and increase customer satisfaction and call center productivity. Read more at : http://inovasolutions.com/blog/post/contact-center-callback-services-are-improving-customer-service.

One must think like a customer to make them happy. Happy customers recommend you to others and increase sales. Speedy service is a solution for perfect CRM. However recent studies show that opposite happens. Customers value their time above anything else. Your effort at listening and understanding the customer's problems is what is necessary. They appreciate the personal interest that you take. Having a personal connection is the very best way to get customers on your side. To bring the personal touch one should get rid of the automated recordings and get people to talk to customers. Adding an online video conferencing element too your online service department is helpful. Employees should be trained to take time and personal interest for dealing with customers. Customer's loyalty should be rewarded by offering them coupons and special offers. It is important to take such lessons from psychology into CRM strategies as they help improve customer experience as a whole. A positive experience makes customers feel hear and appreciated. Read more at: 

http://www.trackvia.com/blog/technology/how-to-use-behavioral-psychology-to-improve-your-crm

Customer satisfaction is an important necessity for any organization to retain customers. Few basic rules of customer service includes firstly, integrity, the service provider should be honest and commit to the mistakes and also communicate ideas to correct such follies and such mistakes in future. Secondly, there is response time. It is essential that the customer service provider is able to explain the mistakes of the company through one to one communication or through e-mails in case of large customer circle in an effective way. Thirdly, there is realistic expectation. It is necessary that the consumers are satisfied with company's promises and delivery to retain customers in the long run. Thus, under promise and over deliver is the best policy. Fourthly we have respect. For customer satisfaction it is very important to respect and appreciate them and uphold their point of view. Hence these basic rules should be followed by any business house. Read more at :http://managementhelp.org/blogs/customer-service/2010/04/12/customer-service-basics/  

An article by Brian Honigman, Digital Marketing Executive at Marc Ecko Enterprises and a social media specialist, conveys that while big data is a challenge for many organizations, it is one of the key factors that drive the evolution of the travel industry. Travel companies can make better decisions based on the data aggregated from their customers to personalize services like travel booking for an easier navigation. Big data can help travel companies understand the ongoing requests of their customer base and identify patterns in consumer behavior to determine offerings they may want in future.

To know more visit http://www.forbes.com/sites/centurylink/2014/04/30/how-big-data-is-transforming-the-travel-industry/

What many social and marketing professionals fail to acknowledge is the reality of what can be called the coherent customer. As lines in between marketing and IT merge, the consumer has a huge head start in their daily lives. While device adaptation is a fairly blunt tool to gauge new coherent customer, studying consumer trends increasingly points to not only cohesive elements but to stratification as well. Marketing needs to play a bigger role in harnessing all that data and determining how to use it to drive customers through the purchasing life cycle.

To know more read the article by Phil Butler, editor-in-chief of Everything PR, follow http://socialmediatoday.com/philbutler/2368211/new-marketing-paradigm-coherent-customer-satisfaction

Customer contact centers fulfil different functions according to the organization they serve and the industry that they function in. Regardless of their objectives, the focus should be on the customer - meeting expectations, enhancing service levels and improving satisfaction. Contact centers are finding it necessary to add more communication channels to their platforms in order to get in touch as easily as possible. Customer satisfaction and performance levels remain among the most important tenets of any call center and the market is changing to address customer communication needs. Technologies like unified communications will be playing a greater role in going forward.

 To know more about this aspect, read the article by Mike England, content director of Imago Techmedia, follow http://www.callcentrehelper.com/customers-driving-unified-communications-55759.htm

Nowadays businesses are adopting cloud computing technology to enhance customer satisfaction in call centers. This technology helps the employees by providing updated information about the customers which allow them to easily manage customer needs. A cloud based call center also offers better return on investment. The employees can access the cloud from anywhere with an internet connection which helps in reducing costly on-site installations.
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For more information follow

https://www.fonality.com/industry-news/what-are-benefits-moving-call-center-cloud