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Forget data entry. The most common question I get about work at home options is from people seeking data entry work. They imagine a company sending them files of papers to be input to a computer system. The assumption is that must only know how to type; no other skills required. That type of work simply doesn't exist in any legitimate form from home. |
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Tuesday, 18 March 2008 |
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Third-party remote call monitoring is essential for training and coaching within the call center. Agents can gain significant advantage from being able to listen to their own calls. It not only provides them with the ability to identify their own strengths and weaknesses, it also enables them to more closely listen to the customer and how she or he reacted to words, inflection, etc. |
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Thursday, 13 March 2008 |
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When it comes to web recourses, consumer-centric companies are still failing to meet expectations, according to a new study of nearly 1,000 such companies and online shoppers. Just 44% of consumers believe the information available on most company's Web sites meets their needs, found the study |
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Monday, 10 March 2008 |
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The combination of declining customer satisfaction levels and current economic concerns has created a fiercely competitive environment for multichannel retailers. As a result, many retailers are looking to their online channels, not only for growth, but also as a way to improve the customer experience. |
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Friday, 07 March 2008 |
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Although working from home has been expanding steadily, some chinks are appearing in the trend. A few big promoters of home-based and mobile-office work arrangements, including AT&T, Intel, Hewlett-Packard and parts of the federal government, have called some home-based workers back to the office, causing some to quit |
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Thursday, 06 March 2008 |
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I've been writing a lot about text analytics because I think it is a critical technology for deriving insight from unstructured data. Late last summer, Hurwitz & Associates published a report on Text Analytics. As part of our research, we surveyed companies that had deployed this technology, were planning to deploy the technology, or had no plans to deploy text analytics. |
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Monday, 03 March 2008 |
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Whether you define CRM as a technique, a business process, or a computer system, it has undoubtedly enjoyed explosive growth over the past decade. |
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Friday, 22 February 2008 |
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Customer reviews and other user-generated content are becoming a “must-have” for retailers to compete online, with 50% of 30 merchants surveyed adopting the technology, according to a new report from The E-Tailing Group Inc. |
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Thursday, 21 February 2008 |
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Despite a turbulent economy, a new study suggests that the market for contact center applications remains alive and well, a sign that companies recognize the importance of leveraging those solutions to ensure ongoing customer satisfaction and retention. |
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Friday, 15 February 2008 |
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Advances in technology make the way jobs are found and filled online distinctly different from just a few years ago. Employers are now experimenting with innovative strategies for spreading their recruitment messages and screening candidates online. |
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Thursday, 14 February 2008 |
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