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What's the buzz: The customer service week in review – 12-21-2013

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What has happened in the customer service industry in the week ending December 21, 2013 and what people are talking about.

The Happenings

Freshdesk absorbs $7M to turn customer service into a game -- The Walnut, Calif.-based startup just pulled in $7 million to spread its cloud-based support software to more businesses, with a focus on U.S. expansion. Its software automatically turns queries across multiple channels (email, forums, live chat, and social media) into tickets, enabling support teams to keep track of and respond to all of their company’s customer queries. Freshdesk competes with Zendesk,, and Service Cloud, but the company thinks its gamification system sets it apart.

The Talk

Seven Strategies to Streamline Customer Centric Culture Change (Part one of a two-part series) – CCO Council, Curtis Bingham

The Top 10 Customer Service Posts of 2013 --, Amanda Nelson

Civility in America: Customer Service Impacts Consumer Spending --, Sandy Smith

From Contact Center to Customer Engagement Center – BizTech, Karen D. Schwartz

Your Quality Monitoring: Engaging or Exasperating? – ProductivityPlus, Melissa Kovacevic

Communication is Critical to Customer Experience --, Jeannie Walters

Merry Christmas to all my readers!

Michael Barbagallo



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