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The first step to implementing proactive contact should be a thorough evaluation of inbound contact drivers and the root-causes of customer dissatisfaction, both of which are elements managed by the contact center today. |
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Wednesday, 18 November 2009 |
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The 2009 North America Airline Satisfaction Study finds that overall customer satisfaction with airlines has declined for a third consecutive year to a four-year low in 2009, even though on-time arrival rates have improved from 2008. |
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Wednesday, 18 November 2009 |
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It's not every day that a health insurance customer service representative saves your life. Mr. Jones said that's what happened a month ago. |
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Wednesday, 18 November 2009 |
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In today’s current economic environment, loyalty solutions become a wise investment and marketing tactic for small business owners and should not be viewed as an additional expense. |
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Wednesday, 18 November 2009 |
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Neal D. Saferstein, 36, of Mount Laurel, NJ, pleaded guilty today to four counts of an indictment stemming from a multi-million dollar telemarketing scam that defrauded as many as 400,000 small businesses out of as much as $75 million. |
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Wednesday, 18 November 2009 |
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The average time required to approve and close a loan has increased in 2009 compared with 2008, fueling a decline in overall customer satisfaction with primary mortgage lenders, according to J.D. Power and Associates. The study finds that satisfaction is a critical component in optimizing advocacy, loyalty and cross-sell opportunities. |
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Tuesday, 17 November 2009 |
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The reticence to use social media, however, may diminish quickly because the corporate world already has adopted technologies that were at one time called unnecessary employee distractions. |
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Tuesday, 17 November 2009 |
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Few companies put as much effort into customer service as they do into member acquisition. However, in order to retain members, community-driven startups need to be conscious of the entire customer experience. |
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Monday, 16 November 2009 |
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There are multiple channels customers can take advantage of when trying to contact a company about a particular product or service inquiry - so many that most organizations do not yet have any insight as to which channels consumers have tried to use at any point. This incomplete view of the customer can damage satisfaction, experience, and loyalty. |
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Monday, 16 November 2009 |
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Nearly half of the online shoppers surveyed as part of the study indicated that they prefer to find information about a retailer's products themselves before they make a purchase. Only 19% favored email and only 18% favored phone support. |
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Wednesday, 04 November 2009 |
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