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Too many companies still design CRM strategies to fit the limitations of their technologies or internal processes. This is a classic mistake. It's imperative that you have the qualitative and quantitative customer insight to drive your whole organization to serve the customer. CRM isn't just a technology -- it's a business philosophy. |
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Tuesday, 09 October 2007 |
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One problem with outsourcing customer service is that this practice can create nothing but negative word of mouth. Time is precious, and what customer wants to spend an inordinate amount of time in an often vain attempt to communicate with a company employee who is halfway around the world and cannot speak English effectively? |
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Monday, 01 October 2007 |
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The essence of mentorship is to have younger employees to look to look upon experienced co-workers for career guidance and professional advice. |
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Tuesday, 25 September 2007 |
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It is striking how most everyone will insist that communication is a key activity to successful outsourcing. So why the heck can it be so darn hard to make people within an organization understand what is going on? And why is it so hard to have clear-cut communication between the outsourcer and the outsourced? |
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Monday, 17 September 2007 |
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In the increasingly competitive hotel industry, recent trends indicate that brand is fast becoming the most important ingredient for success. This according to Hospitality 2010, Deloitte’s latest research in the future of the tourism industry. |
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Monday, 17 September 2007 |
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It’s all about the customer: 71 percent of business operators said their top business objective is increased loyalty and customer satisfaction, according to a recent Manufacturing Insights survey of 800 companies. But their number-one supply chain objective is to reduce manufacturing and logistics costs. |
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Tuesday, 11 September 2007 |
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Efficiency will never go out of style in business. Yet in an industry that is largely transitioned from one-dimensional call centres to e-mail, Web chat and the full-fledged multimedia contact centre, making a contact centre more efficient isn't enough to make it competitive. |
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Thursday, 06 September 2007 |
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Few topics in customer management are quite so emotive as that of contact centres. And when the contact centres in question are offshore, you are talking about an issue that could practically be jailed for ‘incitement to riot’. But with the sector maturing and public concern quelling, surely it’s time for a reappraisal of the pros and cons of contact centre offshoring? |
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Thursday, 06 September 2007 |
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If you ask customers what they want from their telephone interactions with companies, the answer is almost always going to be satisfaction. The people who control the contact center don't have the same response. Corporate goals and workforce realities can pull the contact center in conflicting directions, leading to decreased customer satisfaction, according to a new report |
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Tuesday, 04 September 2007 |
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With about 16 months left in office, the Bush administration is not giving up on pay for performance. And federal unions and many employees are not giving in to the administration. Union opposition has taken the wind out of the pay-for-performance project at the Department of Homeland Security, and slowed the rollout of a new pay system for the rank and file at the Defense Department. |
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Monday, 03 September 2007 |
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