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Opinion: Web automation is allowing retailers to hide from their customers and it's also allowing unhappy customers to be hidden from the retailer. Is this becoming the classic lose-lose situation? |
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Thursday, 25 October 2007 |
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We can all remember the days of placing customer service calls only to hear irritating messages such as “Please call back between our regular business hours of 9 a.m. and 5 p.m., Monday through Friday.” While this level of service was previously acceptable, over the years we’ve witnessed a shift in customer needs and demands, drastically changing the quality of service customers expect when calling organizations. |
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Friday, 19 October 2007 |
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In this evolving world of the Web (and of Web 2.0), companies have the potential to increase customer loyalty, boost sales volumes, diminish risks, lessen order errors, and reduce administrative overhead. But to harness the power of the Net in order to attain competitive advantages, companies must focus on e-business -- the key areas of their business that are digitally accessible to customers. |
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Wednesday, 17 October 2007 |
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I'm sure you know the feeling: You spend five minutes answering one email, only to find that a dozen more have taken its place while you were crafting your response. During business hours, email can be a vicious cycle that never stops, to the point where some are taking drastic steps to get out from under its crushing weight. |
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Friday, 12 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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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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