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Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
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Friday, 12 October 2007 |
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According to the principles laid out by Geoffrey Moore in his book Crossing the Chasm, the home-based agent model is clearly in the early adopter phase. Creating a virtual call center, staffed completely with agents working from home, is definitely an innovative concept. And, although these centers have been providing quality service for over 10 years now, the concept still takes some explaining to new prospects. |
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Wednesday, 03 October 2007 |
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We’ve all heard someone gnashing their teeth over a bad call center experience. At some point, we’ve each probably felt that way ourselves. It may be queues that are too long, ineffective IVR systems, or an agent who just doesn’t communicate well — everyone has a horror story. From the moment of the bad experience we then tell the story over and over to friends, warning them about doing business with “that company” for fear of poor service. |
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Tuesday, 02 October 2007 |
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Online channels are predicted to account for 25 per cent of retail activity by 2009, and this year's Christmas market could be worth €51 billion. But far from signalling the death of older retail models, online is just one more channel to add to an already complex mix. Supply Chain Standard's September Roundtable, supported by Sterling UK, explored the implications. |
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Tuesday, 02 October 2007 |
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Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
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Tuesday, 02 October 2007 |
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You would like to work from home but you’ve heard only horror stories about work-at-home scams? That's good. They're all true. Many people who have the desire to work from home have had their dreams shattered by crooks and con men. |
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Monday, 01 October 2007 |
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Spoiled by customer-centric Web sites in the private sector, visitors of e-government sites are expecting more. Citizen satisfaction with online government Web sites declined by nearly half a percentage point from the last quarter to an aggregate score of 73.3 (on a 100-point scale). |
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Tuesday, 25 September 2007 |
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Despite the growth of e-commerce, consumers are still unhappy with their online experiences, with nearly nine out of 10 saying they have had problems conducting transactions online, according to a new survey. |
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Tuesday, 18 September 2007 |
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According to a consumer survey, consumers are frustrated with issues regarding e-commerce websites. The findings revealed that 9 out of 10 consumers (87%) using e-commerce for business transactions experienced problems for the third consecutive year. |
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Monday, 17 September 2007 |
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Contact centers are drowning in their own data and companies need to understand not only what their organizational performance is but also why that performance is occurring. Making sense of performance data and deriving business decisions from it is a challenge most companies face today. |
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Monday, 17 September 2007 |
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