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Think of them as the "walking dead," a type of customer who currently maintains service with a particular company, but whose next action will most likely be to discontinue that relationship, according to a new study that examines how the customers of a telecommunications firm acquire and discard services over time |
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Thursday, 28 June 2007 |
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The 2007 Advances in E-Recruiting: Leveraging the Jobs Domain survey, queried HR professionals on the differences between organizations that utilize a “.jobs” domain compared to companies without such domains, shedding considerable light on new online search techniques used by recruiters. The Internet is used by most organizations as their primary method for recruiting. |
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Tuesday, 26 June 2007 |
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How well do we really know our customers? With corporations investing hundreds of millions each year to improve the customer experience, management seems to have forgotten the main issue: serving the customer! Today’s contact centers crunch numbers and provide management with statistics on how much has happened in a given time period. |
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Monday, 25 June 2007 |
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A new study found that customers who believed they were dealing with a call center outside the United States rated their overall satisfaction lower than those who believed the center was U.S.-based. In addition, callers to foreign centers were almost twice as likely to sever business relations with the company. |
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Friday, 22 June 2007 |
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We know customer-centricity and recommend you become obsessed with it. Over the last year I shopped well over 100 companies, examining the multichannel shopping experience in more than a dozen industries with the strongly held belief that the primary determinant of business success and the central strategic issue of every company is the customer experience. |
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Monday, 18 June 2007 |
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Imagine you’re lying on the ground not knowing how you got there. Think what it would be like to have your life choked out of you. How are you feeling? Wouldn’t you want someone to come to your rescue? Customer feedback can and often does rescue you. Let’s take a look at how. |
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Friday, 15 June 2007 |
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In recent years, companies across all sectors have worked hard to reduce operational costs so they could boost efficiency as well as their bottom lines. While banks, utility companies, telecommunications carriers and distributors continue to pursue operational efficiencies, new growth is fast becoming the main focus for increasing profits. |
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Friday, 01 June 2007 |
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For all of its revolutionary self-service value, not every customer interaction or transaction can be handled through a Web site. As many CRM executives have discovered, individual needs and situations often require human intervention to convert sales and offer quality support. |
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Friday, 01 June 2007 |
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While the idea of hiring someone to cover a town in a different culture from 7,000 miles away is obviously ridiculous, it does worry me because the concept saves money -- and newspapers are into saving money these days. What, for example, would it take to outsource me? I'm sure there is someone in India who could write about my life for a lot less money than what I'm paid. |
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Monday, 28 May 2007 |
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Globalization seems like a nice idea — if it didn't make people insane. Although there are no such studies that I know of, a graph might show that Americans have been consuming increasing quantities of antidepressants in direct correlation to the growth of corporate call centers overseas. |
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Thursday, 24 May 2007 |
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