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While most contact centers claim that their quality assurance practices are highly customer-focused, many tend to monitor and gather feedback on only those contacts that involve an interaction with one of their agents – such as though traditional phone calls, email and chat. |
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Thursday, 05 July 2007 |
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‘Customers don’t like self-service technologies.’ Time was when this had more than an element of truth, as we all regaled friends and colleagues with ‘war stories’ of poor customer service, long holding queues and having to constantly repeat information before getting through to a call agent. |
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Tuesday, 03 July 2007 |
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As Gandhi once said, “A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” |
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Tuesday, 03 July 2007 |
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For years Internet merchants have poured millions of dollars into new technologies to make their sites easier to use. So why aren’t online customers happier? Customer satisfaction levels have remained almost flat through the last several years, according to a survey of about 20,000 online shoppers recently released. |
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Monday, 02 July 2007 |
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At the heart of any multichannel marketing strategy must be good customer information, housed in a CRM system. This needs to be linked to an appropriate method of communication. So the CRM becomes CEM, a Customer Experience Management system. The technology needs to be facilitating, responsive, manageable and easy to maintain |
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Thursday, 28 June 2007 |
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A successful self-service strategy does not solely focus on pushing customers to the Web to drive down costs and relieve overburdened call center agents. Instead, it is about giving the customer options to service their own needs through the channel of their choice. |
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Friday, 22 June 2007 |
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Citizen satisfaction with federal websites registered a slight improvement, according to the second quarter report from the University of Michigan’s American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index. The e-commerce and transactions category showed the greatest increase of any other category, inching the E-Government Satisfaction Index forward 0.4% to 73.7 on a 100-point scale and reversing last quarter’s drop. |
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Wednesday, 20 June 2007 |
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Building loyalty is a process that starts at the board level and is a change in how companies view customers. We should not be lulled to sleep by high "satisfaction" measurements as loyalty is the ultimate driver of retention and ability to grow our customers' relationship. |
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Wednesday, 20 June 2007 |
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Retailers are not meeting consumer expectations for automated services that offer increased convenience and improved customer experience despite the technology being available, according to research. |
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Tuesday, 19 June 2007 |
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While the email landscape is changing and becoming more challenging to deliver concrete experiences to growing databases and more restrictive inboxes, how do you deliver a good experience and meaningful brand impression with each email? Or can you? |
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Tuesday, 19 June 2007 |
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