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Roxanna Decker sits at a computer station with her headset on. She's one of the company's most productive employees, so when her phone rings, she shoos away her workmate, Jack, and takes the call. |
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Monday, 25 September 2006 |
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In our brave new world, customers expect to find answers on a company’s support website without having to place a call to a support desk. This is a service which is most effectively accomplished by a seamless integration of a well-maintained knowledge base to a support site. |
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Friday, 22 September 2006 |
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Many of today's most successful and innovative companies know that merely good customer service is not good enough. In their ongoing efforts to remain competitive, they have abandoned the existing service model. |
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Friday, 22 September 2006 |
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Many organizations are measuring customer satisfaction and thinking that, by measuring it, somehow their results will shift over time. That just doesn’t happen. |
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Thursday, 21 September 2006 |
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Quantifying innovation is key. Here's how to do it right and avoid the big mistakes managers often make. |
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Wednesday, 20 September 2006 |
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Let's begin by considering how one might invent market research for the video game industry. If you were to invent market research after the advent of the Internet, what would it look like? |
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Wednesday, 20 September 2006 |
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Today, offshoring does not only continue to offer cost efficiency, but it is also well on its way to becoming a viable solution that offers a good customer experience. |
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Wednesday, 20 September 2006 |
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Recently Customer Experience Management (CEM) has started to get more profile but it is still just a good idea emerging into an area of marketing thought currently dominated by Customer Relationship Management (CRM). |
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Friday, 15 September 2006 |
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Outsourcing deals based on selecting the supplier with the cheapest bid are the most likely to run into trouble, according to research. |
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Friday, 15 September 2006 |
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Firms must ditch the concept that customer complaints arise from superficial or surface reasons such as having to converse with someone with an accent. |
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Wednesday, 06 September 2006 |
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| Results 191 - 200 of 311 |
