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The customer service week that was – 14-06-21

What has happened in the customer service industry in the week ending June 21, 2014 and what people are talking about.

The Happenings

LiveOps Announces CTI Integration With Microsoft Dynamics CRM Unified Service Desk to Bring Leading Cloud Contact Center to Microsoft Dynamics Customers -- LiveOps will offer voice and web chat capabilities to complement multichannel and social cloud contact center capabilities delivered by Microsoft Dynamics CRM Unified Service Desk.

Unify Streamlines Organization and Enhances Channel Focus in Moves Designed to Position for a Rapidly Changing Market --

Fonolo Selected for Membership in Avaya DevConnect Program -- As a DevConnect Technology Partner, Fonolo expects to deliver proven interoperability of their solutions with Avaya’s communication portfolio, so that companies can improve the customer experience, reduce cost-per call, and lower abandonment rates.

The Talk

Why Silos Suck: Break Down Organizational Barriers for a Better Customer Experience: “in spite of it being widely recognized as one of the biggest barriers when it comes to delivering a consistent end-to-end customer experience – hasn’t gone away.” – Customer Think, Michael Hinshaw

Five9′s Summer Release Accelerates Integration of SoCoCare: “In the very competitive market for multi-channel and omnichannel contact center resources, Five9 has done an admirable job of accomplishing its goal of ‘smart simplicity.’ “ – Opus Research, Dan Miller

Why You Should Be Bending the Rules to Keep Customers: “Some of the major roadblocks to customer service excellence are the policies and procedures most companies have in place to make sure that 1 percent of their customers don’t take advantage of them.” – Customer Service Management, John Tschohl

Upgrade Your Company's Customer Service Culture Through Positive Peer Pressure: “But peer pressure is also one of the secrets behind the great performance of the world’s most customer-centric companies.” – Forbes, Micah Solomon

Why Do We Still Get Blown Away by Good Customer Service?: “It would appear that even with all this customer information, instead of going forward and using it to master excellent customer service, most businesses have gone backwards.” – The Call Center Corporation

When Awesome Dads Team Up with Great Customer Service: “We’ve heard countless stories about companies who went the ‘extra mile’ to make their customers happy and satisfied, yes, but here are accounts of dads who rocked their kids’ world with a little help from companies with great customer service” – Merlin, Adel Zsurzsan