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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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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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