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One second of an additional delay in response times of web applications can impact customer satisfaction by up to 16%. |
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Wednesday, 07 January 2009 |
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Telecom service providers looking to improve customer service should concentrate on providing a consistent level of care across all platforms, including calling centers, email and Web self-service help. |
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Wednesday, 17 December 2008 |
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Leveraging technology through Web sites, interactive voice response systems and service e-mails are good ways to drive a positive customer experience during this recession. |
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Wednesday, 17 December 2008 |
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HP said its reworking of its support site reflected a shift in the way consumers were looking for support, with more seeking out their own answers online. The company has overhauled its online consumer support system, adding forums and how-to videos to provide additional information to customers. |
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Tuesday, 11 November 2008 |
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Business leaders, listen up and you could save money, and maybe even get a raise to boot. |
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Tuesday, 30 September 2008 |
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The late 1990s brought the advent of customer relationship management (CRM). CRM offered the promise of huge increases in loyalty and customer profitability based on the delivery of continuous value to customers. Like real-world relationships, these technology driven conversations were truly two-way dialogues, replacing the one-way messaging that was delivering diminished success. |
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Thursday, 08 May 2008 |
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It's no secret that blogs and social networks have become the preferred sounding board for consumers fed up with poor customer service. Now, a study from Society for New Communications Research has attempted to quantify the impact on brands. |
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Tuesday, 06 May 2008 |
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Transforming the contact center into a profit center is a logical outcome, says Aberdeen Group's Alan Hubbard, and companies should embrace the change as an opportunity to improve agent and customer interaction. |
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Tuesday, 06 May 2008 |
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CRM systems supported by natural language speech recognition are creating competitive and economical advantages for organizations across many industries. However, before companies jump on the bandwagon, there are some key requirements they should understand, writes Bruce Pollock of West Interactive. |
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Friday, 02 May 2008 |
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You get only one shot at making a good first impression. In an Interactive Voice Response system (IVR), such an impression is formed by callers and conveyed by Voice User Interface (VUI) designers with the application's opening prompt. When writing your system's opening prompt, keep the following three basic VUI guidelines in mind – be brief, be concise and be polite. |
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Tuesday, 15 April 2008 |
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