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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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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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