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New technologies, a changing workforce, increased competition and evolving customer expectations have made today’s contact center a very different environment than it was even a decade ago. With so many changes, has your contact center changed the way it operates? |
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Thursday, 06 July 2006 |
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If you stay at the Ritz or buy a top-of-the-line Mercedes, you usually get treated pretty well. But when it comes to the more mundane purchases in life, most of us find ourselves wading through voicemail or Internet hell anytime we need help. |
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Wednesday, 28 June 2006 |
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Not many people think of going to the dentist as a pleasant experience, but almost 62% of consumers think dentists provide a good or excellent level of customer service second only to pharmacists. |
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Wednesday, 28 June 2006 |
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Keeping employees happy is high on the list of priorities for many American businesses, and the finalists in the 12th Annual Hot 100 listing are no exception. |
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Tuesday, 27 June 2006 |
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In an apology to thousands of AirTran Airways passengers delayed for hours Tuesday by a computer glitch, the company said it is sending each of them a $100 travel voucher. |
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Tuesday, 27 June 2006 |
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Aligning with the market works when firms keep a tight focus on the customer's total experience. Firms must adjust the pace of reorganization to match anticipated obstacles, and they must continue realigning as the market changes -- even if that means moving the organizational structure somewhat away from a complete customer focus. |
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Tuesday, 27 June 2006 |
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The U.S.'s largest home improvement store chain has set aside $30 million for stores and employees that provide good customer service. |
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Tuesday, 27 June 2006 |
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The “20 rules” of customer service that has guided Ritz-Carlton staffers “for more than two decades” are being replaced by “12 service values,” a less-rigid set of guidelines that the hotel chain hopes will refresh its relevance to today’s luxury travelers. |
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Tuesday, 27 June 2006 |
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The Internet provider certainly isn't alone in its zeal to keep customers, but now its persistence has been caught on tape. |
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Friday, 23 June 2006 |
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More time is spent in stressful work. We have less time for leisure. Standards are changing. Aging baby boomers want to enjoy work; they demand service. The ever-growing demand for more customer service focuses us on gaining the edge. Smart entrepreneurs treat customers more than right. And managers need to become "trainers" of customer service. |
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Wednesday, 21 June 2006 |
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