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Newer cloud tools may be easier to use, but they're also lightweight. "We need to see more incident management platforms consolidate to offer multiple channels, but we also need more APIs provided to plug together common knowledge management and multichannel platforms," Ragsdale says. According to a "Social Media for Support" survey conducted by John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA), only one third of companies currently create incidents for issues reported via social media. Customer Case ManagementĪs customers turn to more channels to reach companies, companies providing customer case management solutions have struggled to accommodate them. (These ratings are based on a five-point scale, with 5 being the highest.) In addition, each category cites one "one to watch"-companies deemed worth tracking for their potential to appear on that leaderboard in the future. The overall award rating is based on a composite score of company revenue and analyst ratings for deployment costs, customer satisfaction, depth of functionality (or services, in the case of outsourcing), and company direction. This issue, and the awards themselves, would not be possible without the generous contributions of the following judges, commenters, assessors, and raters: Leslie Ament, senior vice president and principal analyst, Hypatia Research Dick Bucci, founder and president, Pelorus Associates Donna Fluss, founder and president, DMG Consulting Paul Greenberg, president, The 56 Group Johan Jacobs, independent consultant Vicki Jenkins, CMS outsourcing consultant, NelsonHall Esteban Kolsky, founder and principal analyst, ThinkJar Mitch Kramer, senior vice president and analyst, Patricia Seybold Group Ken Landoline, principal analyst, Current Analysis Kate Leggett, principal analyst, Forrester Research Michael Maoz, vice president and distinguished analyst, Gartner Research Sheila McGee-Smith, principal analyst, McGee-Smith Analytics John Ragsdale, vice president of technology research, Technology Services Industry Association Peter Ryan, principal analyst, Ovum TJ Singh, research vice president, Gartner Research Paul Stockford, chief analyst, Saddletree Research Ray Wang, principal analyst and founder, Constellation Research Rebecca Wettemann, vice president, Nucleus Research.ĬATEGORIES AND CRITERIA CRM magazine's 11th annual Service Awards names one winner and three leaders (listed alphabetically) in each of eight categories, using a proprietary selection formula. It is our hope that, combined with your own due diligence, our Service Awards issue can help you make the right customer service technology purchases for your company.įor the 11th year in a row, the editors of CRM magazine would like to offer their deepest gratitude to those who participated, in varying degrees, in evaluating the candidates for our Service Awards. Once the numbers are in, we enter them into our proprietary scoring formula and come up with our esteemed list of Service Leaders.
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It's a pretty rigorous process that requires a lot of researching and reporting. Therefore, we've taken a broad view of the major vendors in eight customer service categories and asked our judges to evaluate and score the companies based on the following important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. This is why we bring you our annual Service Awards issue (now in its 11th year).Īs always, we never assume to know each of our readers' specific customer service needs, as they vary widely. What makes the selection process even more difficult-particularly this year-is that many of the leading customer service vendors have made great technological strides in social media, mobile technology, big data, virtual assistants, the cloud, analytics, and other areas. Technology buyers have to consider their customers' needs, their company's needs, and how well a vendor can meet those needs. Selecting customer service technology can be a daunting task.