Key Takeaways From Forrester's Forum For CIOs and CMOs

Key Takeaways From Forrester's Forum For CIOs and CMOs

Key Takeaways From Forrester's Forum For CIOs and CMOs

Sharyn Leaver and Sheryl Pattek, Forrester Forum hosts and experts, share 4 key takeaways from Forrester's 2014 Forum for CIOs and CMOs. Learn more about how CIOs and CMOs must partner and work together in order to win in the Age of the Customer: https://solutions.forrester.com/age-of-the-customer

By Vocalcom

The Double A's of Customer Complaints: Acknowledge and Apologize

Understanding, sympathy, empathy and compassion – these are all valuable and necessary traits for a customer service rep; however, these emotions can easily get lost while interacting with a particularly rowdy customer. Even more, today’s call center interaction is much different than that of yesteryear, where it now involves multiple lines of communication, including social, Web and mobile. To ensure...
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