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Using formal research to evaluate customer service can often return skewed results. Focus group participants may only volunteer to get the free sample. When customers are called at home for phone surveys, they'll likely say anything to politely end the intrusive call. To find out what's really on the customer's mind, try asking your own employees. |
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Thursday, 04 January 2007 |
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Today's contact center has evolved to become an important factor in the success of any company, as it is their meeting point with customers. Maintaining satisfying relationships via improved technology to meet changing customer needs has created a multichannel, integrated and more dynamic meeting point that betters customer satisfaction by ensuring faster, first- time call resolutions. |
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Thursday, 04 January 2007 |
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Consumers became increasingly Web savvy to advertising and not as susceptible to basic cross-sell and upsell techniques. In response, targeted marketing became the standard as blast marketing faded into oblivion. |
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Tuesday, 02 January 2007 |
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The agency's Oversight Board report finds 80 percent of respondents are satisfied with IRS customer service when compared with other government offices. |
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Thursday, 28 December 2006 |
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Nearly every midsize and enterprise organization is doing some sort of work on the data front, whether it be projects around integration, profiling, or quality. |
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Thursday, 28 December 2006 |
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Now is a great time to start thinking about how to drive traffic to your website next year, like getting the word out on TV, radio, and direct-mail campaigns. |
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Wednesday, 27 December 2006 |
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Outbound is going through some big changes: telemarketing is leaner and smarter, outbound messaging is being used in innovative ways and more companies are realizing the potential of relationship dialing. |
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Wednesday, 27 December 2006 |
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You know the message by heart - it plays virtually every time you call for customer service: "This call may be monitored for quality assurance." |
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Tuesday, 19 December 2006 |
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The industry's experts talk turkey about why it works, why you need it, and where this toolset is going. |
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Tuesday, 19 December 2006 |
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Online retailers believe unedited criticism can turn browsers into buyers |
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Thursday, 07 December 2006 |
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| Results 181 - 190 of 274 |
