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That technology has a downside, however. In far too many cases, it has replaced real people and become a barrier to customer service. |
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Monday, 19 March 2012 |
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Somewhere along the chain of automated emails and call centre recordings there needs to be a human being to assess the query and identify the approach that it requires. |
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Monday, 19 March 2012 |
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Social media feedback can help the food industry identify operational issues ranging from unappealing drinks to inconsistent chefs. |
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Wednesday, 01 February 2012 |
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Amazon.com, Kohl's Department Stores and Costco Wholesale are kings of customer service.
Whether via Twitter, Facebook, their corporate websites, phone support or in person, they ranked 1-2-3 in customer interaction, according to a new research report. |
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Thursday, 05 May 2011 |
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The Maine Woods Consortium started the employee training programs last year after a survey found building strong customer service skills was the biggest concern for many businesses, according to project officials. |
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Monday, 24 January 2011 |
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After forcing callers into automated customer-service lines, some companies are trying to sweeten the experience - by making the recorded voices less annoying. |
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Thursday, 11 November 2010 |
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What you may be surprised to learn is that scientific studies of motivation have identified clear, principled reasons why some types of feedback work and others don’t. It is neither mysterious nor random. |
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Wednesday, 29 September 2010 |
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AmEx and a handful of other companies say they ARE listening. They're taking call center reps off-script and off the clock, giving them scope to solve callers' concerns. The result, they say, is happier customers and, equally important to the bottom line, happier, more productive employees. |
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Wednesday, 01 September 2010 |
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The survey also found nearly half of employers currently communicate through Facebook, instant messaging, and Twitter. |
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Thursday, 19 August 2010 |
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The mistakes and pitfalls of CRM’s early days are now legendary. Companies rushed to embrace CRM technologies, only to discover that automation couldn’t fix broken business processes, absent strategies or bad data. |
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Thursday, 19 August 2010 |
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