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Costing over US $50 million and expected to be completed by the end of 2008 in every territory where RBTT operates; this banking group has put an upgrade in customer service at the helm of its operations. |
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Monday, 15 May 2006 |
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The release of the Merchants Global Contact Centre Benchmarking Report by Dimension Data has uncovered that 75% of contact centres are incorporating customer satisfaction into their strategy, however 12% of the sample still does not know what their overall customer satisfaction score is . |
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Monday, 15 May 2006 |
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The program starts with a 'customer immersion' phase, involving researchers spending time with electrical shoppers at home and then accompanying them on visits to Currys and its competitors. Dubbed 'Shopping Safaris' this phase aims to give deep insight into customers needs and expectations. |
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Monday, 15 May 2006 |
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The World Outbound Dialing Market, while highly saturated, is alive and well. The most visible change in the market is the greater sophistication in the way outbound dialing is being used to meet retention, acquisition, and loyalty strategies in the contact center. |
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Thursday, 11 May 2006 |
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Some see the trend as a way to keep from having more U.S. jobs sent overseas. Homeshoring lets companies save money on pricey urban salaries and attract workers whose language, culture, and working schedules mesh better with those of their own clients.
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Wednesday, 03 May 2006 |
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Gaming businesses have learned that loyalty (the amount a customer spends and the duration of the customer's relationship with the company) and satisfaction (a customer's reaction to a specific event or interaction with the organization) depend on numerous experiential factors. Those factors can be managed. |
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Friday, 21 April 2006 |
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But if you’re running a business, whether it’s a corner store or a multi-product multinational, we’d say there are three key indicators that really work: employee satisfaction, customer satisfaction and cash flow. |
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Monday, 17 April 2006 |
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With the convenience of e-commerce comes a trade-off: lack of personal customer service. Phone numbers sometimes are hard to find, if they are there at all. |
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Monday, 17 April 2006 |
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The major banks are making big changes to increase their popularity ratings but don't expect them to do what most customers want - cut fees. |
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Friday, 14 April 2006 |
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State consumer advocates want Piedmont Natural Gas to speed plans to answer more calls faster and to undergo an audit after a winter filled with complaints about busy signals, half-hour hold times and record bills. |
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Wednesday, 22 March 2006 |
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