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U.S. companies that are serious about Mexico must realize it will be in their best interest to migrate their higher-end Spanish-speaking customer service work to Mexico over the long term. |
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Friday, 14 April 2006 |
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An agreement was reached Sunday night less than three hours before a threatened midnight strike between the Communications Workers of America Local 3204 and about 11,000 Cingular Wireless customer service employees in nine southeastern states, including Florida. |
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Wednesday, 29 March 2006 |
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A recent report finds that key customer-facing technologies such as voice recognition (VR), interactive voice response (IVR), call routing and customer information management can significantly lower a company’s operational expenses and improve customer satisfaction levels. For example, automating customer transactions drops the cost to $2 from $10 when handled by a live agent, and it won’t scare customers off. |
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Thursday, 23 March 2006 |
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Avon said it will lay off 600 customer service workers nationwide, 50 in Delaware. The cuts are not expected to affect Avon's face-to-face business model. |
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Thursday, 16 March 2006 |
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The state of customer service today is not good, be it over the phone or self service. Because 92% of people feel their call experience is important in shaping the image of a company, this reinforces the importance of branding the image of your companies. |
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Monday, 13 February 2006 |
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Companies will focus mainly on offering their employees added flexibility, more incentives based on performance, and earlier bonuses and salary increases this coming year. These trends will aim to bolster employee retention, as a strengthening economy will have more employees looking for new jobs in 2006. |
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Friday, 03 February 2006 |
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The online survey indicates that 65% of workers plan on looking for a new job in the next three months and that the majority of people cite inadequate compensation as the primary reason they want to walk out the door. |
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Wednesday, 01 February 2006 |
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Employee communication experts agree that bad news should be delivered by organization leaders in a face-to-face forum. However, according to a recent survey conducted by the International Association of Business Communicators (IABC), only 37% of companies use face-to-face meetings with employees as their primary vehicle to communicate difficult news. |
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Monday, 30 January 2006 |
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Pressure from management or the Board to meet unrealistic business objectives and deadlines is the leading factor most likely to cause unethical corporate behavior, according to a new survey on business ethics. The desire to further a career and to protect their livelihood are ranked second and third, respectively, as leading factors. That is according to a global survey commissioned by American Management Association (AMA) and conducted by the Human Resource Institute (HRI). |
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Thursday, 26 January 2006 |
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Florida center has trouble finding enough agents for high-paying sales jobs. Starting pay is a mere $16,500, but with $50 commission on each cruise sold, most agents make about $40,000 a year. |
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Tuesday, 24 January 2006 |
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