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Research indicates that over half the number of outsourcing deals signed every year do not deliver the expected value. |
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Friday, 13 January 2006 |
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Every aspect of customer care is impacted significantly by triple play. Even the cable MSOs that have been offering the telecom trinity for some time now have yet to advance their care practices significantly. This is not to say that services are not being supported or that customers are disgruntled. |
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Friday, 13 January 2006 |
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The reason for creating an online channel for your customers is simple -- you have to meet them where they are. |
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Friday, 13 January 2006 |
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Customers have plenty of gripes these days - about rude or dismissive salespeople, interactive voice systems that give callers the runaround, and other perceived indignities. The problems are not one-sided, either: Most front-line employees can describe encounters with "customers from hell." Meanwhile, in mission statements and marketing, company officials pledge allegiance to customer service. It is a part of our culture, managers say with a straight face. |
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Tuesday, 10 January 2006 |
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According to a newly published IDC study, the use of home-based customer care agents, which IDC has labeled homeshoring, will continue to gain momentum through 2010. The study finds that the growing phenomenon of home-based agents is being driven not only by the need for more productive agents, higher retention rates, and greater flexibility in responding to peaks and valleys in voice traffic, but also by a set of key macroeconomic trends. |
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Monday, 09 January 2006 |
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As the 2006 tax-filing season swings into full gear, the U.S. Internal Revenue Service is touting a redesigned Web site that agency officials say will better assist taxpayers and tax preparers. The redesign is the first overhaul since 2002, IRS officials say. |
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Monday, 09 January 2006 |
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If a crisis struck today, it?s more than likely your IT organization is prepared. But, as the person responsible for customer service and support, are you? |
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Wednesday, 04 January 2006 |
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Look into your crystal ball and describe how your industry will have changed by 2030. It is anticipated that the hospitality customer base largely will be composed of the Millennial generation -- those individuals born in the 1980s and 1990s. |
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Tuesday, 03 January 2006 |
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Your customer satisfaction will depend a whole lot on your sales force obtaining the money, time and recognition they feel they deserve, and frankly, unless you buy into the project, you will be the only loser. |
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Tuesday, 03 January 2006 |
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The problem in business, and even in marketing, is that too little of what is done is seen from the perspective of the customer. |
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Tuesday, 03 January 2006 |
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