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Government Web sites hit an all-time high in the second quarter of 2006 on a four-year-old customer satisfaction index, after a slight drop in the previous quarter, measurements show. |
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Wednesday, 21 June 2006 |
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Customer care outsourcing is increasingly emerging as a viable option for companies, both large and small, to realize substantial cost savings as well as provide a better overall customer experience. Outsourcing offers an extremely cost-effective alternative to operating large and expensive in-house contact centers. |
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Wednesday, 21 June 2006 |
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Though it's long been thought that customer service by means of online text chat is too expensive and inefficient to deploy, it's starting to become a useful business tool, according to new research. |
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Wednesday, 21 June 2006 |
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Despite much talk of customer-focused companies, customers are often ignored when it comes to distribution. Senior managers of most of the companies involved in moving goods or services from suppliers to end users would agree. |
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Wednesday, 21 June 2006 |
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In how many places in your company does customer data exist? The average company has 10 or more systems that contain customer information, and the number can go as high as 50. |
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Wednesday, 21 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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Wednesday, 21 June 2006 |
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Will 2006 be the year that mobile CRM finally takes off? So far, all signs point to an impending launch. |
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Wednesday, 21 June 2006 |
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Now that you've realized weblogs are no passing fad but rather another tool for communication, are you ready to start one? Here are three rules for blogging, plus how to get started, how to navigate the blogosphere and some tips for success |
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Wednesday, 21 June 2006 |
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Technological breakthroughs occur at a dizzying pace and often find their way into the workplace well before we feel ready to deal with them. Recent advancements in information management, transportation technology, inventory systems and interfirm collaboration have kept supply chain managers scrambling.
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Wednesday, 21 June 2006 |
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Call Center went to industry luminaries and thought leaders for insight into the most important technological issue of the day -- the modern call center's transition to IP call routing. What is happening? How will it affect operations? Here's what the experts think.
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Wednesday, 21 June 2006 |
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