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Finding out what customers really think is a crucial first step toward an improved bottom line. |
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Friday, 21 July 2006 |
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The inability to attract and retain talent as well as other human resources issues are among the biggest threats to corporate profitability in Canada, according to results of a survey released today.
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Friday, 21 July 2006 |
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America's Vacation Center / American Express announced today a new way of booking travel that combines the affordability of travel Web sites with the service, support, and expertise of a full-service travel agency |
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Friday, 21 July 2006 |
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Companies that are suspicious of outsourcing to a third-party could benefit from "internal outsourcing". Rick Simmonds, partner at consultancy Alsbridge, made the case at a seminar for buyers in London this month which explored the pros and cons of different outsourcing methods. |
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Friday, 21 July 2006 |
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Call center executives stress the importance of performance measurement and incentive programs, especially as companies are transforming their service centers into robust sales channels. |
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Monday, 17 July 2006 |
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The Equal Employment Opportunity Commission on Thursday agreed to extend a two-year test run of a contractor-operated customer service center for another year, but commissioners expressed reservations about the project's success so far. |
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Monday, 17 July 2006 |
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There’s an important difference between the level of customer satisfaction, and the amount of customer sacrifice. |
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Monday, 17 July 2006 |
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As cable companies aggressively entice telephone customers with attractively priced service bundles, many are also outperforming traditional telephone companies in satisfying customers. In a recent survey, Cox communications ranks highest in three regions, while Bright House Networks, Time Warner Cable and Verizon each rank highest in one region. |
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Monday, 17 July 2006 |
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Dell outlined plans Thursday to simplify pricing and reduce the number of mail-in rebates for consumers and small business as part of the computer maker's recent US$100 million initiative to improve customer service. |
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Friday, 14 July 2006 |
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The call center industry has historically put forward some very impressive technologies over the years. It's a marketplace full of practical innovation developed to serve the needs of the contact center. Why practical innovation? Because in other marketplaces, innovation happens first and needs are found to suit those innovations later. |
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Friday, 14 July 2006 |
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