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Plenty of change lies ahead in the area of offshore outsourcing, which has evolved from a little-used practice to a mature industry in less than 10 years. Here are my predictions for five offshore outsourcing trends in 2008 |
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Thursday, 03 January 2008 |
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In its annual release of the "Holiday Top 40 Online Retail Satisfaction Index," Michigan-based online customer satisfaction measurement provider ForeSee Results found that online customer satisfaction fell 1.3 percentage points this holiday season from last year, to a score of 74 on a 100-point scale. |
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Thursday, 03 January 2008 |
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The annual job review is a fact of life, whether welcome or not. But you could get more out of it than you might expect. A recent study found that performance-related bonuses are expected to average more than 12% in 2008 -- a record high -- compared with 3.8% for base salary bumps. |
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Thursday, 03 January 2008 |
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The various definitions of employee engagement within the research literature, along with the large number of drivers that have been identified as the primary causes for engagement, clearly illustrate the wide variety of perspectives that are represented by both researchers and consultants. |
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Thursday, 03 January 2008 |
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The divergence between consumers’ perceptions of brands and their experience of them can be marked, for better or worse. More tellingly, this gap can also have a significant impact on financial performance |
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Tuesday, 01 January 2008 |
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If you want to find out which businesses reached the pinnacle of delivering a superior customer service experience to their customers this year, look no further than the RealPeopleRatings.com nationwide survey. The study breaks businesses out by industry and names CRI's customer service elite for 2007. |
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Monday, 31 December 2007 |
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Sarah Collier, a 20-year-old college student who has worked in retail sales, said she believes her peers' customer-service skills depend on their background and training, not their age. "I don't think it's necessarily the entire generation. I think it's just the individual," said Collier, a hard worker who sells time-share vacations for a Poconos resort. "I know how to give good customer service." |
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Friday, 28 December 2007 |
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A report released this summer by CFI Group in Ann Arbor, Mich., questioned the wisdom of contracting out call-center operations to foreign countries. The study found that customers who believed they were dealing with a call center outside the U.S. rated their overall satisfaction 26 points lower than those who believed the center was U.S.-based. |
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Thursday, 27 December 2007 |
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As a consumer, one of my biggest turnoffs to a brand or product is poor customer service. Everyone dreads facing strict return policies, or holding for the "next available representative" for hours on end. In our increasingly competitive marketplace, it's more important than ever for businesses to remember that the customer is king. One bad experience could drive customers toward a competitor instead. |
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Thursday, 20 December 2007 |
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“But how will we service our customers?” If I had a dollar for every time I heard this from a corporate leader…This fear is one of the key obstacles organizations hit when implementing flexibility. And on some level, it’s a valid fear. No customers, no business, no jobs. |
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Thursday, 20 December 2007 |
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