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The Department of Business and Professional Regulation has extended its hours to improve customer service, it said. |
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Tuesday, 28 March 2006 |
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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. In fact, a new report by Jupiter Research reveals that static self-service content actually exacerbates cost-intensive agent call volumes. |
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Tuesday, 28 March 2006 |
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Noting that after sale service is the most important way to keep customers happy, Volvo officials today announced a new 10-point Service Commitment the company says will enhance the bar in customer service. |
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Monday, 27 March 2006 |
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Since 2000, the number of sites meeting a 24 hour threshold for email response continues to decrease. In fact, only 45% of sites resolved email inquiries within 24 hours. The most significant trend, however, is that 39% of sites took three days or longer to reply or did not respond at all. The number of these sites has grown 7% year over year from 2000 to 2005. |
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Monday, 27 March 2006 |
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Citizen satisfaction with government Web sites dropped slightly for the first quarter of 2006, according to the latest American Customer Satisfaction Index (ACSI) survey. But despite the overall decline, satisfaction with many individual sites rose substantially. A report on the survey highlights citizens’ satisfaction with the Internal Revenue Service’s Web site, which increased its score since 2005. |
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Monday, 27 March 2006 |
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The American Customer Satisfaction Index (ACSI) advances for the third consecutive quarter, led by Target, Kohl’s, Amazon, J.C. Penney, and Costco. The Index is up 0.4% over the previous quarter to an aggregate score of 73.5. However, it remains slightly below the score for the final quarter of 2004, which was 73.6. |
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Thursday, 23 March 2006 |
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Ours is a service company. We've been preparing to go for the Baldrige Quality Award. For the past three years we've had an annual customer satisfaction survey as part of the requirements for the award. We also put in place last year a customer loyalty program. At our last board meeting, a new director asked about the relationship between the two. |
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Thursday, 23 March 2006 |
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A recent report finds that key customer-facing technologies such as voice recognition (VR), interactive voice response (IVR), call routing and customer information management can significantly lower a company’s operational expenses and improve customer satisfaction levels. For example, automating customer transactions drops the cost to $2 from $10 when handled by a live agent, and it won’t scare customers off. |
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Thursday, 23 March 2006 |
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Addressing allegations of misleading advertising practices and poor customer service, Attorney General Tom Reilly has entered into a $1 million agreement with Comcast Cable Communications Holdings, Inc. that requires the company to change its advertising for cable television, Internet, and telephone services, and improve its customer service practices. |
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Thursday, 23 March 2006 |
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"Customer service is NOT dead in Pinellas County!" wrote Anna Dobbs of Pinellas Park in response to our request for readers' stories of good customer service. Judging from the overwhelming response we received, Dobbs isn't the only reader who feels that way. |
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Thursday, 23 March 2006 |
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