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New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service. Four major initiatives will dominate overall customer service strategies: |
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Thursday, 06 May 2010 |
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The research looked at consumer expectations for getting an issue resolved in 10 different areas. It turns out that consumers don't expect much from customer service. Here are some of the findings: |
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Wednesday, 21 April 2010 |
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The emergence in 2009 of social media as a real catalyst of change signaled for the first time the possibility that customer service had a vital role to play in winning the hearts and minds of customers. |
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Wednesday, 21 April 2010 |
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Corporate mantras don't always translate to where it really matters: the "moment of truth" when the customer actually comes in contact with the employee who has been challenged to "live" the company's brand promise. |
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Wednesday, 21 April 2010 |
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So what makes a good customer turn bad? If customers are treated rudely or made to wait for an inordinately long time, they can feel as though they are not valued and that their self-esteem has been wounded. |
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Wednesday, 21 April 2010 |
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When she tried to ask some questions about the transaction, they directed her to a live online chat that was mocked up to look like a real eBay customer service chat. |
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Wednesday, 21 April 2010 |
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For the past 20 years, companies have struggled to find the right balance between cost-effective, technologically-enabled approaches to customer service and person-to-person contact. While personal approaches have advantages for many people, they require much more training, reduce consistency, and cost more. |
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Wednesday, 21 April 2010 |
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Comcast Corp. is reorganizing its Northern California customer call centers by closing one in the East Bay and seeking to entice more customer service representatives to work from home. |
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Wednesday, 21 April 2010 |
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It’s no secret that customer service representatives for many companies often record you when you’re talking with them “to ensure quality assurance,” among other reasons. So why not do it yourself to create a record of what was agreed on during the call? |
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Wednesday, 21 April 2010 |
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Should you answer the phone when it's ringing off the hook and ask the customer waiting in line to be patient while you answer the call? Or, should you give priority to the customer standing in front of you and let the phone ring? |
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Wednesday, 21 April 2010 |
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