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For many, marketing is still seen as an art not a science where marketing performance cannot be measured in any meaningful way. While this view is demonstrably wrong, the view still persists. |
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Thursday, 10 January 2008 |
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By front-ending live-agent interactions, IVR technology accelerates issue resolution and reduces contact center operating costs. Well designed IVR doesn't put you on hold or funnel you through a series of agents until you finally reach one with answers. Instead, it collects your information accurately, just once, and takes you directly to the most appropriate agent -- a big step toward first call resolution. |
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Wednesday, 09 January 2008 |
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It seemed like an innocuous question: "I need to drop off a payment; how late are you open?" But at Allstate Corp. recently, the query was fraught with professional peril. The reason: The Northbrook-based home and auto insurer in November completed its first, and probably not last, mystery shopping exercise. |
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Wednesday, 09 January 2008 |
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The year 2008 won't be a stellar one for retailers, but analysts say merchants can still chart profitable growth in a downbeat sales environment if they cozy up to their customers like never before. |
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Friday, 04 January 2008 |
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Plenty of change lies ahead in the area of offshore outsourcing, which has evolved from a little-used practice to a mature industry in less than 10 years. Here are my predictions for five offshore outsourcing trends in 2008 |
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Thursday, 03 January 2008 |
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The divergence between consumers’ perceptions of brands and their experience of them can be marked, for better or worse. More tellingly, this gap can also have a significant impact on financial performance |
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Tuesday, 01 January 2008 |
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A report released this summer by CFI Group in Ann Arbor, Mich., questioned the wisdom of contracting out call-center operations to foreign countries. The study found that customers who believed they were dealing with a call center outside the U.S. rated their overall satisfaction 26 points lower than those who believed the center was U.S.-based. |
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Thursday, 27 December 2007 |
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Cost savings is a key driver for business decisions, but customer experience, content and collaboration have the potential to not only deliver greater organizational value but also put more control directly in the hands of customers. |
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Thursday, 20 December 2007 |
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The call center jobs market is changing as outsourced contact center services become more popular. Strategically, many organizations looking for ways to focus on core competencies are finding that it makes sense to outsource some or all of their call center operations to firms that specialize in customer interactions. |
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Thursday, 20 December 2007 |
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According to the “North American Contact Center Outsourcing Markets” report, companies are increasingly outsourcing their contact center operations for several important reasons. First, organizations today are increasingly looking to focus on core competencies, while also striving to improve service quality by building brand equity and loyalty through exceptional customer interactions. |
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Tuesday, 18 December 2007 |
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