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A contrasting picture of the general quality of customer service on the internet has emerged over the past few weeks. While new research suggests online firms are increasingly aware of the need to constantly improve customer engagement, evidence persists that many e-merchants are still failing to monitor the usability of their sites. |
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Monday, 14 January 2008 |
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As experts in customer care and relationship management, we focus relentlessly on the power of word of mouth. We come to work everyday to ensure that consumers have positive interactions with brands that influence their purchasing behavior and enhance the way they feel about the brand and company. |
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Monday, 14 January 2008 |
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A well-structured incentive program can boost productivity and instill a sense of shared responsibility among employees. |
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Monday, 14 January 2008 |
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Businesses are setting up their own chat rooms to provide customer service, places where people can learn about new products or report service interruptions. |
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Monday, 14 January 2008 |
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Gen Y has created a need for a cultural overhaul that has not been this dramatic since women entered the workforce en masse. We need the talent and creativity this generation brings, especially when you take into consideration the looming employment gap occurring from the outflux of retiring Boomers |
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Friday, 11 January 2008 |
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Most books on customer service nowadays will state that it is neither a department in a business nor a cure-all technological solution that will make customers love the products and services they receive; it is a philosophy that must come from the top and permeate every facet of a business. |
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Friday, 11 January 2008 |
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In the end, the MyVonage initiative is all about customer retention, long one of Vonage's biggest headaches, and a problem that grew especially dire in 2007 after the company was found guilty of infringing patents held by Verizon and Sprint Nextel. Owing to fears those verdicts might force Vonage to shut down, the pace of customer losses reached 3 percent of the subscriber base per month during the third quarter. |
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Friday, 11 January 2008 |
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Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple. |
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Friday, 11 January 2008 |
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Speech self-service is a critical enabler to the future success of the contact center. As with all new technologies, there are challenges with deployment and having the necessary skills in house, the time is now to begin looking at speech self-service. It is rapidly becoming the differentiator for improving the customer experience. |
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Friday, 11 January 2008 |
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Companies are not keeping pace with consumers' rising expectations for service, especially in emerging economies. More than one-half (52 percent) of the more than 3,500 consumer respondents surveyed this year across five continents reported that their expectations for better service have increased over the past five years. Additionally, one-third (33 percent) said they have higher service expectations today than they did just last year. |
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Thursday, 10 January 2008 |
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