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Cox Communications Arizona is expanding its telework program, offering the option to work from home to interested, high-performing Cox customer care agents who answer billing inquiries and offer technical support for video, phone and high speed Internet. |
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Wednesday, 30 August 2006 |
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"It's not that the customer doesn't like the accent. The issue really is, the rep doesn't know the customer, doesn't understand the problem, and is not equipped to solve it anyway.” |
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Wednesday, 30 August 2006 |
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Self-service certainly has its place for basic transactions, but for high-value high-touch interactions, nothing replaces person-to-person contact. If a customer has a dispute, or wants to know if he's choosing the right service option, live agent communication is warranted. |
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Wednesday, 30 August 2006 |
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Before outsourcing should even be considered, reconsider the base from which these decisions are made. It is time to examine every process, every management policy, every initiative, both past and present, and the complexity of the current product or service mix with a ready and willing commitment to establish true lean. |
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Monday, 28 August 2006 |
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There's little doubt that vendors of contact center technology see the value and promise of workforce optimization (WFO), as the market continues to undergo consolidation. |
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Thursday, 24 August 2006 |
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It's not surprising that 1-800-Flowers.com sees its business spike around Valentine's Day, Mother's Day and Christmas. What might surprise you, however, is that the company meets its increased call volume with customer-care agents who just might be answering the phone in bathrobe and slippers. |
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Tuesday, 22 August 2006 |
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Data center goals seem to be mutually exclusive, but resourceful data center managers are always searching for new ways to achieve them. |
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Tuesday, 22 August 2006 |
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It is hard to hear feedback in the form of customer complaints. But listening to your customers helps you to shape your business so that it is easier, better and more inviting to customers |
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Tuesday, 22 August 2006 |
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Lost jobs get much more press and attention than new positions, according to the National Association of Call Centers, but the country still has the highest rate of closings. |
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Wednesday, 16 August 2006 |
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Earlier this summer, Thomas K. Brown and his colleagues at Second Curve Capital arrived at their headquarters wearing jeans and tennis shirts, baseball caps and sunglasses. They weren’t planning a company picnic; they were embarking on a creative exercise that influences how the firm does business. (Free registration required to view entire article) |
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Monday, 14 August 2006 |
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