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You've hunted and clicked your way through the Web site, but you can't find the information you need. So you go to the FAQs. But the FAQ section is like a vast junk drawer, filled with a jumble of information. Thirty-nine questions organized alphabetically by the first word in the question, not the topic? Questions arranged chronologically…in the order they've been received by the receptionist? Maybe the answer to your question is in there somewhere, but you'll never find it. |
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Wednesday, 23 January 2008 |
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Many businesses know far more about their customers than they think. Learn how to sift all that data and turn it into better sales and higher customer satisfaction. |
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Tuesday, 22 January 2008 |
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Companies that are focused on delivering a satisfying experience to the customer may or may not be successful in keeping pace with consumer expectations. One of the reasons why could be that expectations are rising faster than standard measurement tools within the contact center can capture |
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Thursday, 17 January 2008 |
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Most books on customer service nowadays will state that it is neither a department in a business nor a cure-all technological solution that will make customers love the products and services they receive; it is a philosophy that must come from the top and permeate every facet of a business. |
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Friday, 11 January 2008 |
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In the end, the MyVonage initiative is all about customer retention, long one of Vonage's biggest headaches, and a problem that grew especially dire in 2007 after the company was found guilty of infringing patents held by Verizon and Sprint Nextel. Owing to fears those verdicts might force Vonage to shut down, the pace of customer losses reached 3 percent of the subscriber base per month during the third quarter. |
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Friday, 11 January 2008 |
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For many, marketing is still seen as an art not a science where marketing performance cannot be measured in any meaningful way. While this view is demonstrably wrong, the view still persists. |
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Thursday, 10 January 2008 |
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By front-ending live-agent interactions, IVR technology accelerates issue resolution and reduces contact center operating costs. Well designed IVR doesn't put you on hold or funnel you through a series of agents until you finally reach one with answers. Instead, it collects your information accurately, just once, and takes you directly to the most appropriate agent -- a big step toward first call resolution. |
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Wednesday, 09 January 2008 |
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It seemed like an innocuous question: "I need to drop off a payment; how late are you open?" But at Allstate Corp. recently, the query was fraught with professional peril. The reason: The Northbrook-based home and auto insurer in November completed its first, and probably not last, mystery shopping exercise. |
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Wednesday, 09 January 2008 |
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The year 2008 won't be a stellar one for retailers, but analysts say merchants can still chart profitable growth in a downbeat sales environment if they cozy up to their customers like never before. |
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Friday, 04 January 2008 |
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Plenty of change lies ahead in the area of offshore outsourcing, which has evolved from a little-used practice to a mature industry in less than 10 years. Here are my predictions for five offshore outsourcing trends in 2008 |
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Thursday, 03 January 2008 |
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