Best Practices

In the September cover story, Greg Gianforte, CEO and founder of RightNow Technologies, shared six best practices for providing top-notch customer service on the Web. Here are eight more to apply to your online customer service programs, followed by three big insights from Liz Kislik, founder of Liz Kislik Associates, on the future of effective telemarketing Best Practices: Web-supported customer Service 1. Coordination between channel strategies. Companies need a "champion" who will "own" the Web channel and ensure that it is well integrated with their overall business objectives. "Much of the Web channel's value stems from its ability to constantly adapt to

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