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Some mystery shoppers recently went undercover to discover the treatment customers get when they need help. Mystery shoppers are hired by storeowners to report on how well their staffs treat customers. |
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Friday, 10 February 2006 |
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The Finnish telecom group Finnet has given up its plan to outsource customer service operations, but the company will outsource invoicing. It turned out, that outsourcing of customer service would not bring cost savings. |
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Monday, 06 February 2006 |
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India and China still hold the lead, but Russia, Nicaragua, and Botswana are raising the stakes with attractive incentives. |
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Wednesday, 25 January 2006 |
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Return on investment (ROI) quantifies how well a firm creates value from a given investment. But what quantifies how well a company creates value from its customers? For this you need the metric of Return on Customer (ROC). The ROC equation has the same form as an ROI equation. |
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Tuesday, 17 January 2006 |
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Instead of sending call-center work to India or the Philippines, a growing number of consumer-products and consumer-services companies - from Office Depot and J. Crew to Wyndham Hotels and Sears Holdings - are outsourcing work to people in their homes in the United States. |
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Monday, 16 January 2006 |
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Research indicates that over half the number of outsourcing deals signed every year do not deliver the expected value. |
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Friday, 13 January 2006 |
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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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