|
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. |
|
Thursday, 27 December 2007 |
|
|
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. |
|
Thursday, 20 December 2007 |
|
|
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. |
|
Thursday, 20 December 2007 |
|
|
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. |
|
Tuesday, 18 December 2007 |
|
|
Customers are delighted -- and loyal -- when we understand and respond to their specific needs. The same things are not important to all patients. Some personality types value relationships and want to feel deeply appreciated and known on a personal level. Some are very business focused, and just want the bottom line in terms of cost and time; others value comfort and avoiding pain and nothing else really matters. |
|
Monday, 17 December 2007 |
|
|
Given positive testimonials from both clients of outsourced home agent programs and the home agents themselves, it's hard not be positive about the trend. As home agent programs expand further, perhaps a few commuters still stuck on the highway will begin to notice a little more breathing room. |
|
Thursday, 13 December 2007 |
|
|
Contact center executives are responsible for what their agents say, do and don't do. This challenge is becoming even more significant in today's era of rampant outsourcing. Moreover, compliance is growing in importance due to corporate scandals and a wave of new regulations. |
|
Tuesday, 11 December 2007 |
|
|
A truly customer-driven service platform allows a company to place a dollar value on customer satisfaction, enabling management to tie financial results to customer satisfaction and employee performance. |
|
Wednesday, 05 December 2007 |
|
|
Nearly three quarters of customer service organizations have begun adopting strategies to optimize the value of every customer interaction, but less than twenty five percent have fully implemented them in key areas, according to a new survey of customer service organizations. |
|
Monday, 26 November 2007 |
|
|
I have always been a huge evangelist for greater customer focus. Because of my experience in relationship management, system integration and customer satisfaction, I have learned first hand how technology designed without the customer in mind creates not only weak and forgettable experience but also poor economic results. |
|
Monday, 19 November 2007 |
|
|
<< Start < Previous 1 2 3 4 5 6 7 8 9 10 Next > End >> |
| Results 61 - 70 of 337 |
