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With a booming call-center business in India, technology companies are focusing on complying with U.S. rules for offshore dialing and are finding themselves expanding into other countries -- kick-starting a new era in call-center technology. |
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Thursday, 01 June 2006 |
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It's so easy to track success at a call center. All you have to measure are the number of calls, how quickly they're handled, and whether queries are resolved without manager input, right? Wrong. |
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Thursday, 01 June 2006 |
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Omni hotels has embarked on a campaign to increase customer satisfaction with the help of lemon grass and green tea scents, lavender pillow spray and a calming CD to lull guests to sleep. |
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Tuesday, 30 May 2006 |
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According to survey findings, organizations are prioritizing in particular the protection of customer-centric IT services in their plans to assure BC. Survey respondents ranked customer support as the top service to protect, with email and phone systems also ranking among the top four. |
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Thursday, 25 May 2006 |
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Bulgaria, finally shedding the shadows of its communist past, is riding the outsourcing wave with glee as Eastern Europe emerges as a hot new region for global outsourcing. |
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Thursday, 18 May 2006 |
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South Asia has some of the highest firing costs in the region and Sri Lanka stays on top for rigid labor laws and high severance pay, a World Bank report on off shoring to Sri Lanka, released Wednesday, shows. |
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Thursday, 18 May 2006 |
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IT managers will need to do more to provide data security and staff training as home working will continue to increase until 2010, according to a new report on technology, media and communications released today. |
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Thursday, 18 May 2006 |
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Much has been written and discussed about customer satisfaction over the years, essentially espousing the benefits of a business and its employees going out of their way to meet the customer’s needs and desires. There is no end to the stories of dedicated employees giving up personal time to accomplish this goal of hyper-satisfaction. |
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Thursday, 18 May 2006 |
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Utilities that want to improve their customer service can reach that goal by using a visualization technique recommended by Measure-X that involves an archery target and successfully hitting not just the bull's-eye but also the rings around it. |
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Wednesday, 17 May 2006 |
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After nudging upwards last quarter, the American Customer Satisfaction Index (ACSI) rose to 74.1 in the first quarter 2006, its largest jump since 2003. Both consumer spending and Gross Domestic Product had significant increases in the first quarter, and ACSI data predict that trend may continue to defy expectations despite a negative savings rate and, until recently, slow wage and salary growth. Customer satisfaction data show that rising satisfaction as measured by the ACSI is correlated with increased inclination to spend, even if consumers' ability to spend is uncertain. |
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Tuesday, 16 May 2006 |
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