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This is not how customer service has to be. With the connectivity made possible by social media, companies have found a new way to engage their customers, solve their problems, and build goodwill for their brands: Twitter. Understanding how Twitter can transform customer relations for the better can be substantial for reducing costs and improving brand image. |
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Monday, 11 May 2009 |
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The UAE has scored top marks for customer service compared with other Gulf countries, but lags the US and the UK. Lack of product knowledge was the most common problem found. |
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Sunday, 10 May 2009 |
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John Romantic is the director of customer relations and central baggage resolution at US Airways. But he'd prefer that you simply think of him as your advocate at the airline. For the last nine months, he's had the unenviable job of improving the carrier's checkered reputation for customer service. |
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Saturday, 09 May 2009 |
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Companies recklessly adding new channels for service outreach risk damaging the customer experience. |
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Wednesday, 06 May 2009 |
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Mr. McMurry is part of an emerging corps of Web-savvy helpers that large corporations, start-up companies and venture capitalists are betting will transform the field of customer service. |
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Monday, 04 May 2009 |
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The move makes the airline the latest U.S. company to decide the cost benefits of directing calls offshore are outweighed by backlash from customers. |
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Saturday, 02 May 2009 |
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Employees need to understand both current and long-term direction, as well their role in it, to remain motivated and engaged. |
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Friday, 01 May 2009 |
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An online retail company whose CEO says their primary purpose is not to make money, but to spread happiness. Customer service agents try to make an authentic connection with callers. |
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Monday, 20 April 2009 |
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With most of today’s WFM systems, agents can easily add or cancel shifts, just by accessing the schedule through a Web-based interface. They can even swap shifts with other agents, sometimes without manager approval. |
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Monday, 20 April 2009 |
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Proper design and implementation of furniture in the call center fosters improved communications and teamwork so agents can work together. the investment in employee comfort “more than pays for itself” through employee retention and a reduction in worker’s comp claims (and hence premiums). |
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Friday, 17 April 2009 |
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