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To understand why the world’s largest personal-computer maker, Dell, is facing its worst crisis in years, consider how Chris Conroy recently bought his laptop computer. |
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Thursday, 31 August 2006 |
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Home Depot has rolled out a steady stream of attempts to juice up customer service in its cavernous stores — self-checkouts, huge cash awards, even orange rubber bracelets designed to inspire its orange-aproned crew. |
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Thursday, 31 August 2006 |
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As base pay increases remain stable for 2007, more companies are relying on variable pay - performance-related awards that must be re-earned each year - to attract, motivate and retain employees. |
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Wednesday, 30 August 2006 |
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Cox Communications Arizona is expanding its telework program, offering the option to work from home to interested, high-performing Cox customer care agents who answer billing inquiries and offer technical support for video, phone and high speed Internet. |
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Wednesday, 30 August 2006 |
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I'm still confused by what I see as a general lack of customer service, in a world where the customer is no longer "always right." What has happened to change this long-standing sentiment in the business world? |
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Wednesday, 30 August 2006 |
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"It's not that the customer doesn't like the accent. The issue really is, the rep doesn't know the customer, doesn't understand the problem, and is not equipped to solve it anyway.” |
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Wednesday, 30 August 2006 |
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Contact center supervisors know that proper employee scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. |
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Wednesday, 30 August 2006 |
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Self-service certainly has its place for basic transactions, but for high-value high-touch interactions, nothing replaces person-to-person contact. If a customer has a dispute, or wants to know if he's choosing the right service option, live agent communication is warranted. |
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Wednesday, 30 August 2006 |
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While larger businesses often conduct detailed TCO studies to evaluate their purchases -- leveraging data from high-priced market research firms -- SMBs often do not have that luxury. |
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Wednesday, 30 August 2006 |
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Most consumers who use the phone to communicate and have contacted a company via their contact center have probably heard the recorded message that their call may be monitored for training purposes. |
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Wednesday, 30 August 2006 |
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