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"Businesses are offering more options to customers to improve overall service levels. For example, this year, we're seeing more contact centers - a rise of 10% to almost 70% - focus on how to streamline and simplify processes, and also offer more self service options, for their customers' convenience." |
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Tuesday, 22 September 2009 |
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Service providers continue to make incremental improvements to their service offerings in an ongoing effort to attract new customers and retain current customers. |
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Tuesday, 22 September 2009 |
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Offering the same level of customer support without a clear understanding of customer needs or a customer's importance to your business can erode profit margins. |
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Tuesday, 22 September 2009 |
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Customer-service reps are more concerned with answering the next call than with providing good service to the one they’re on. |
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Monday, 21 September 2009 |
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Building loyalty, just like building a customer base, can be a hard thing, made even harder as more businesses move into the online realm. |
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Monday, 21 September 2009 |
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The challenge is determining why customers leave, or in some cases, when it's OK for them to leave one brand but key to retain them for another. |
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Monday, 21 September 2009 |
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She implemented several strategic customer service strategies that have been fine-tuned through the years and have inspired extreme customer loyalty—a feat that has kept her business thriving despite current economic conditions in the luxury retail marketplace. |
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Friday, 18 September 2009 |
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The industry has recently taken steps to enhance customer service. Of the $39 billion spent on customer care in the U.S. each year, $11.5 billion (28%) now comes from the communications/media vertical. Unfortunately, these companies have a lot of ground to make up. |
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Friday, 18 September 2009 |
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The most important factor to ensure customers were happy with their bank after they were hit by fraud is how quickly any stolen money was reimbursed. However, just under a third of those surveyed also judged their bank's customer service by how quickly they identified a fraudulent transaction. |
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Friday, 18 September 2009 |
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Shops are going digital by using technology to boost their office staff’s productivity, to improve customer service, to boost their bottom line – and thus indirectly do their part to help jump-start the overall economy. |
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Friday, 18 September 2009 |
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