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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
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TECHNOLOGY
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Customer relationship management (CRM) enables you to maximize the efficiencies of marketing resources and empower marketers to acquire and develop long-term customer relationships. Marketers can analyze, plan, execute and measure all marketing activities. With CRM you gain a flexible application to power marketing success. |
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Friday, 14 September 2007 |
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Within the next few years, experts say, two-way video communications will be the new cutting edge way of doing business. The banking industry is already starting to deploy "virtual tellers" at branch offices, while the retail industry is apparently gearing up to introduce "virtual store clerks." |
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Monday, 10 September 2007 |
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Just as recent technology allows a company in the U.S. to link its data and computer systems seamlessly with an operation in India, technology also allows local companies to link employees in disparate locations around the country into one seamless network. |
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Monday, 27 August 2007 |
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Australians would rather deal with a decent speech recognition system than an offshore call center agent, typically based in India or another part of Asia. |
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Monday, 27 August 2007 |
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Despite UK banks investing millions in the internet, it is faster to phone contact centres for basic information, according to the latest annual multi-channel customer service research. Transversal. Bank websites could only provide answers for 50 per cent of routine questions asked online, with the majority relying on static and complex FAQ pages rather than interacting with customers to deliver the right answers through the right channel |
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Friday, 24 August 2007 |
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In the digital age, it might be easy to shirk real customer care. Instead of responding to all customer inquires via e-mail or digitally, it would be wise to find out the customer's preference. In other words, if the customer prefers to be contacted by e-mail, then and only then can we respond to his or her customer service matters via e-mail. |
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Friday, 17 August 2007 |
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An international survey of more than 4,300 consumers, found that 23 percent considered their customer service experience ''significantly better,'' and an additional 38 percent felt it was ''somewhat better'' while only 12 percent thought it was worse. |
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Friday, 17 August 2007 |
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The call center industry has long implemented call recording practices as an effective way to capture information, resolve disputes, improve agent training and even gain a full understanding of the customer’s perception of the service they are receiving. |
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Friday, 10 August 2007 |
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Setting the right tone in e-mail writing is more than just choosing the right wine to go with the meal. Tone in e-mail – how you say what you say – is so important that an inappropriate tone can cause a reader to ignore, delete, or overreact to your message. A versatile writer can write the same thing using a variety of tones. |
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Thursday, 09 August 2007 |
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"Enterprises are rapidly learning how to use the output from speech analytics to benefit many operating areas including: sales, marketing, R&D, compliance, risk management, collections, fraud, back-office operations and, of course, the contact center," said Donna Fluss, president of DMG Consulting. "The great news is that the benefits are real." |
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Thursday, 09 August 2007 |
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