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Customers who pay bills through their bank's Website are more satisfied with the bank and the online banking experience than those who don't, and are significantly more likely to purchase additional services from the bank, according to a study. |
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Wednesday, 18 April 2007 |
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The virtual world could become the first point of contact between companies and customers and could transform the whole experience |
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Wednesday, 11 April 2007 |
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Research (and common sense) says that almost everyone sends an e-mail to a company at some point and that all of us expect a response within 24 hours. In 2007 only 33% of companies responded within 24 hours, down almost half from a high of 63% in 2002. |
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Thursday, 05 April 2007 |
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The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. |
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Monday, 02 April 2007 |
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Poor online retail performance needs to be addressed, despite continued industry growth; a 32 percent problem rate from the holiday season hasn't been fixed. |
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Friday, 30 March 2007 |
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Many call centers in emerging markets are making the migration from legacy voice and data communications to VoIP platforms as a means of obtaining a much wider range of features that can increase productivity, reduce costs and lead to more efficient and effective management. |
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Thursday, 29 March 2007 |
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A look at new applications introduced throughout 2006 reveals that leading telecommunications vendors were focused on the contact center environment. |
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Friday, 23 March 2007 |
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According to research released, 57 percent of UK companies offer little or no web self-service, resulting in lost revenues and declining customer satisfaction. |
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Thursday, 22 March 2007 |
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Today's consumers are poised for fast- fingered activity -- punching in social security numbers, account numbers and other information -- while in queue on a typical call to banks, electric companies and the like. After what seems like an interminable wait, finally (phew!) a live agent answers ... only to immediately ask for the exact same information! Welcome to 21st century contact center customer service! |
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Tuesday, 20 March 2007 |
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By using a hosted or on-demand contact center system, you can quickly set up your own overflow call center -- either at your current premises or offsite. This scenario offers many benefits, including the ability to provide a disaster recovery plan should the special occurrence be a disaster that affects your call center. |
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Monday, 19 March 2007 |
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