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Merchants reveals shocking figures on the poor treatment of UK call centre agents by consumers, which could be a key factor behind the high levels of staff absenteeism and customer service agent churn. |
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Monday, 15 May 2006 |
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Several factors have converged to make home-based work the emerging model for specialized customer care: Advanced technology, streamlined business processes, and a new generation of corporate managers who embrace "virtual servicing" as a results-oriented and efficient strategy. |
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Friday, 12 May 2006 |
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A new Luxury Customer Experience Index survey (LCEI), from the New York-based Luxury Institute, finds Sotheby's International Realty overwhelmingly earned top honors as the real estate brokerage brand that delivers "the best customer experience" as rated and ranked by their own high net worth clients. Sotheby's earned a score of 73; GMAC Real Estate and RE/MAX scored 68.4 |
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Friday, 12 May 2006 |
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The World Outbound Dialing Market, while highly saturated, is alive and well. The most visible change in the market is the greater sophistication in the way outbound dialing is being used to meet retention, acquisition, and loyalty strategies in the contact center. |
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Thursday, 11 May 2006 |
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If you want to identify one of the most powerful tools for assuring long-term customer satisfaction, you'll find it in your database. It's capable of driving the most efficient and effective investment of marketing resources. Unfortunately, the database often is used for short-term objectives. |
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Thursday, 04 May 2006 |
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There is a phenomenal untapped labor pool in this country, a multitude of highly skilled, well-educated women based in their homes and eager to rejoin the workforce. Telework presents an opportunity for business leaders to harness this unique workforce and realize the benefits of establishing a "virtual" infrastructure to support valued customers. |
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Thursday, 04 May 2006 |
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In looking at the current contact center environments and the behaviors exhibited by consumers either receiving calls from the contact center or placing the calls to a customer service representative, a new study has revealed additional insight as to why Americans are responding negatively to agents.
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Thursday, 04 May 2006 |
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The gap in patient satisfaction is widening between hospitals that deliver exemplary patient service and those that provide lower levels of care. |
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Wednesday, 03 May 2006 |
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Some see the trend as a way to keep from having more U.S. jobs sent overseas. Homeshoring lets companies save money on pricey urban salaries and attract workers whose language, culture, and working schedules mesh better with those of their own clients.
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Wednesday, 03 May 2006 |
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We all know the frustration of poorly designed automated systems. Simply automating systems does little more than aggravate customers. Rather, automation needs to be personalized and handled correctly in order to satisfy both customer and company. |
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Tuesday, 02 May 2006 |
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