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During a recent customer experience seminar, participants highlighted a common challenge regarding their ability to delight and even satisfy customers. Nearly all agreed that consistently delighting customers is virtually impossible when customers routinely believe that their individual cases are exceptions and that existing policies and procedures should not be applied to their problems. |
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Friday, 13 July 2007 |
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With many companies now choosing to conduct offshore operations themselves, the global outsourcing market has suffered a slowdown. The increase in the number of organisations setting up their own 'DIY' offshore operations in countries such as India is responsible for the slowdown in the global outsourcing market. |
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Friday, 13 July 2007 |
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Companies are constantly searching for innovative ways to maximize the efficiency of their call centers while at the same time reducing overall costs. In a recent survey over a third of Best-in-Class (BIC) survey respondents (35%) have seen greater than a 10% improvement in customer satisfaction upon the implementation of a distributed agent strategy. |
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Thursday, 12 July 2007 |
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While organizations turned to outsourcing during tough economic times to cut costs and boost efficiencies, a study by Deloitte Consulting has found that few organizations have realized the benefits they expected and some are bringing outsourced projects back in-house. |
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Tuesday, 10 July 2007 |
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While the Indian outsourcing industry struggles with infrastructure problems and rising wages, China is making massive investments in infrastructure, English-language training, Internet connectivity and technical skills making it attractive to companies looking for alternatives for offshoring back-office functions. |
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Monday, 09 July 2007 |
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Which way is the wind blowing in the outsourcing market? What's looming on the horizon in the next five years? Experts are tracking consolidation, globalization, and emergence of small-scale services, virtual worlds and even "green sourcing." |
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Monday, 09 July 2007 |
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Fulfillment can mean many things in the subscription business, but subscribers just want a fulfilling experience with the publication chosen. |
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Monday, 09 July 2007 |
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Today, most adept online marketers utilize performance measurement to compare campaign response rates, evaluate web site conversion processes, and ultimately determine where their marketing dollars produce the greatest returns. Yet all too often, the analysis of “what happened” gets priority over “what happens next.” |
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Monday, 09 July 2007 |
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People are right when they say there's an art and a science to CRM. The problem is they usually get mixed up which is which. The principles, the dull, unoriginal, tried and true principles, that's the science. Learn that. Then how you do that when faced with a live customer, that's the art. That's where the creativity comes in. |
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Monday, 02 July 2007 |
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Think of them as the "walking dead," a type of customer who currently maintains service with a particular company, but whose next action will most likely be to discontinue that relationship, according to a new study that examines how the customers of a telecommunications firm acquire and discard services over time |
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Thursday, 28 June 2007 |
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