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Every aspect of customer care is impacted significantly by triple play. Even the cable MSOs that have been offering the telecom trinity for some time now have yet to advance their care practices significantly. This is not to say that services are not being supported or that customers are disgruntled. |
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Friday, 13 January 2006 |
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According to a newly published IDC study, the use of home-based customer care agents, which IDC has labeled homeshoring, will continue to gain momentum through 2010. The study finds that the growing phenomenon of home-based agents is being driven not only by the need for more productive agents, higher retention rates, and greater flexibility in responding to peaks and valleys in voice traffic, but also by a set of key macroeconomic trends. |
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Monday, 09 January 2006 |
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If a crisis struck today, it?s more than likely your IT organization is prepared. But, as the person responsible for customer service and support, are you? |
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Wednesday, 04 January 2006 |
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The recent announcement that productivity is on the increase in American businesses raises an important point. Does this mean we are seeing the beginnings of a strategic reversal? Instead of outsourcing to cut costs, so often the pattern of the past decade, are companies now beginning to invest more in their own productivity and core competencies? |
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Monday, 19 December 2005 |
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It is not as absurd as it might sound. As the offshoring trend has gathered steam, a cottage industry of brokers and consultants has emerged. Not only can these intermediaries hook you up with the right contractors, they help ensure a good fit, managing the relationship and handling any problems that pop up. |
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Monday, 19 December 2005 |
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Want to get the most out of your outsourcing relationships? Think before you leap and set some ground rules. Many U.S. companies need to seriously rethink their outsourcing strategies. Outsourcing has become so faddish there is a danger that companies may do so compulsively, with little planning or consideration of what it takes to successfully manage contracts, processes and goals. |
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Monday, 19 December 2005 |
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Servcie recovery is how do you pull a customer from hell to heaven in 60 seconds or less. You need to apologize, solve the problem, compensate with something of value, create a service recovery process and train employees. |
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Friday, 16 December 2005 |
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The ongoing holiday season has prompted us to focus closely on the retail industry. It is becoming clear that successful retailers are going to adopt a multichannel but single experience approach to their business.? |
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Thursday, 15 December 2005 |
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When it comes to customer service, Duke Parmelly has incorporated his commitment into his production team?s vision statement: ?Our goal is to make each and every client feel like they are our only client. If we are successful, then we know we are doing our job.? |
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Thursday, 15 December 2005 |
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The debate over outsourcing has moved from American City Halls to engineering colleges in India. |
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Wednesday, 14 December 2005 |
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