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It's become progressively harder for retailers to compete based on price over the past few years. Retail subsegments in crowded marketplaces have seen low-cost online pure plays and big-box stores with substantial supply chain efficiencies continue to pick up steam with consumers. |
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Friday, 01 June 2007 |
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The SIP-enabled contact center is unique because it simultaneously allows the retention of existing investments in infrastructure and provides a road map to an innovative feature set for the future. Embracing SIP natively in the contact center application is the only way to fully realize the benefits of an end-to-end SIP multimedia session between a customer and agent. |
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Thursday, 31 May 2007 |
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In today's news, airline customer service is getting worse, and the sun rose in the east this morning. Why? Easy: The industry has absolutely no incentive whatsoever to offer better customer service because whaddya gonna do, take Greyhound from New York to San Francisco? Right. Now get back in line and take off your belt and shoes. |
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Monday, 28 May 2007 |
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Three-quarters of customers receiving “average” customer service plan to defect, while, self-service capabilities are not winning over customers. Many consumer technology companies are alienating customers with “average” customer service and risk losing three-quarters (73 percent) of them to competitors, according to research released today. |
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Monday, 21 May 2007 |
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The nature of employee-employer relationships is evolving. There is likely to be further customization of benefits (flex benefits) to meet the diverse needs of the changing work force (e.g., four generations in the work force). Employee engagement strategies will be critical to making employees feel part of the decision-making process, particularly in work redesign. |
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Monday, 14 May 2007 |
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If you were working for a business where for the past eight years you had sold out all your inventory, met all your company's financial expectations and kept IT investment flat to inflation, would you have the nerve to ask your CEO to invest in an IT project you believed would improve the customer experience but for which you couldn't quantify the ROI? |
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Wednesday, 09 May 2007 |
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Look into a high rise tower of a prototypical corporate headquarters called XYZ Industries, a company with franchised outlets to sell and service their company's products and services. As in many sectors, the company does not directly own the retail outlets, but does hold sway about granting, maintaining, and revoking franchises. |
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Thursday, 03 May 2007 |
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Text chat is no longer exclusively for the tech-adept, buddy-list teen set--it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
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Wednesday, 02 May 2007 |
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The virtual contact center is emerging as a key resolution to many of the concerns of the traditional call center. A solution to the need for extended hours, less commuting, improved customer service and disaster recovery, the virtual contact center offers a host of benefits by allowing agents to still connect to callers without needing to be located at one central location. |
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Friday, 27 April 2007 |
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As usage continuously increases and the number of new data-centric service offerings grow, call performance and network reliability are becoming more critical to wireless customers demanding consistent quality connections, according to 2007 U.S. Wireless Regional Customer Satisfaction Index (CSI) Study(SM)-Volume 1. |
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Friday, 20 April 2007 |
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