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The reticence to use social media, however, may diminish quickly because the corporate world already has adopted technologies that were at one time called unnecessary employee distractions. |
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Tuesday, 17 November 2009 |
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There are multiple channels customers can take advantage of when trying to contact a company about a particular product or service inquiry - so many that most organizations do not yet have any insight as to which channels consumers have tried to use at any point. This incomplete view of the customer can damage satisfaction, experience, and loyalty. |
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Monday, 16 November 2009 |
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This may seem like an alternate universe for Las Vegas, where bankrolls traditionally determined the level of customer service. |
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Friday, 30 October 2009 |
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More efficient scheduling is going to produce tangible and measurable benefits in other call handling metrics besides labor - you'll have shorter ASA times, lower call abandonment, the need for fewer lines and fewer callbacks, shorter connect times, and so on. |
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Monday, 05 October 2009 |
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Shops are going digital by using technology to boost their office staff’s productivity, to improve customer service, to boost their bottom line – and thus indirectly do their part to help jump-start the overall economy. |
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Friday, 18 September 2009 |
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Isn’t speech self-service technology supposed to be improving? Why are the numbers of customers satisfied by it going down? Why do 40% of customers avoid using speech systems “whenever possible?” |
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Tuesday, 08 September 2009 |
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"The beauty of social media is that it takes the experience and allows that person to vent, and more importantly, it allows that customer to share. It creates true transparency in a marketplace where people can't cover up bad experiences." |
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Monday, 07 September 2009 |
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An emerging field known as sentiment analysis is taking shape around one of the computer world’s unexplored frontiers: translating the vagaries of human emotion into hard data. For many businesses, online opinion has turned into a kind of virtual currency that can make or break a product in the marketplace. |
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Thursday, 27 August 2009 |
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Companies that are looking toward the future of interaction should communicate with customers through the same channels by which customers gain information and communicate with other people in their lives. |
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Wednesday, 19 August 2009 |
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If you're fed up with calling customer service for help, you now have another option…Twitter. |
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Tuesday, 18 August 2009 |
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