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The late 1990s brought the advent of customer relationship management (CRM). CRM offered the promise of huge increases in loyalty and customer profitability based on the delivery of continuous value to customers. Like real-world relationships, these technology driven conversations were truly two-way dialogues, replacing the one-way messaging that was delivering diminished success. |
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Thursday, 08 May 2008 |
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It's no secret that blogs and social networks have become the preferred sounding board for consumers fed up with poor customer service. Now, a study from Society for New Communications Research has attempted to quantify the impact on brands. |
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Tuesday, 06 May 2008 |
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Transforming the contact center into a profit center is a logical outcome, says Aberdeen Group's Alan Hubbard, and companies should embrace the change as an opportunity to improve agent and customer interaction. |
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Tuesday, 06 May 2008 |
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CRM systems supported by natural language speech recognition are creating competitive and economical advantages for organizations across many industries. However, before companies jump on the bandwagon, there are some key requirements they should understand, writes Bruce Pollock of West Interactive. |
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Friday, 02 May 2008 |
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You get only one shot at making a good first impression. In an Interactive Voice Response system (IVR), such an impression is formed by callers and conveyed by Voice User Interface (VUI) designers with the application's opening prompt. When writing your system's opening prompt, keep the following three basic VUI guidelines in mind – be brief, be concise and be polite. |
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Tuesday, 15 April 2008 |
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Mom always said you learn from your mistakes, and analyzing repeat calls using algorithms can help call center managers learn ways to get it right the first time. Better first call resolution rates mean fewer frustrated customers and potentially more sales opportunities. |
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Monday, 14 April 2008 |
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In tighter economic conditions, customer engagement is more important than ever. And leading-edge firms such as Starbucks and Chrysler are embracing social networking technologies to ignite emotional connections with their customers. |
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Thursday, 10 April 2008 |
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There is a big difference between active and passive customer communities. For an example of a passive community, take a look at Starbucks' new MyStarbucksIdea.com community site. These sites are useful ways to gather customer input, and I have referred to them as automating the suggestion box. There's nothing wrong with that, but a suggestion box is not a community. |
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Thursday, 03 April 2008 |
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A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs. |
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Tuesday, 01 April 2008 |
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There is a lot of debate among businesses today over the value that should be placed on customer service. Some argue that customer service is overrated and not enough to keep consumers loyal to a brand, and thus do not make it a priority. |
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Monday, 31 March 2008 |
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