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Articles: Customer Service/Call Centers
Seven tips for rendering data real and actionable.
Break apart your company's infrastructure.
How do marketers ensure that prudence wins over temptation?
Several speech-technology partnerships and products may help Big Blue get heard over the revenue din of its competition.
Cunard Line customers demand a full refund after the liner hits a sea wall and the ship's operator makes itinerary alterations; analysts caution against trying to please everyone.
An upgraded framework boosts contact center efficiency and service levels by simplifying the agent desktop while delivering multichannel and self-service options.
An analyst report predicts that more U.S. and Canadian companies will engage in BPO to fight competition from other regions.
Its new suite version extends contact center prowess to small businesses through hosting.
The move is a play to enter the Latin American market and acquire an established customer base, but there will be trade and language barriers.
U.S. home-based agents represent a small portion of total customer care reps, but their ranks continue to swell, thanks to macroeconomic trends.
Deploying MFS solutions can bring increased productivity, customer satisfaction, and revenues.
It starts and ends at the call center.
The new company must balance rationalizing its overlapping functionality with retaining and attracting new customers.
Blogging allows marketers to start conversations with prospects and customers through a powerful new avenue of communication.
Broadband satellite network provider Hughes turns to Perseus Development to take customer satisfaction surveys to the outer limits
Loyalty programs won't work if a company's core product or service is perceived to have little or no value.
Assess your current operations, talk to potential partners, and determine what improvements can be made to your customer service quality.
When is safe too safe? Establish reasonable guidelines and stick to them.
This is an example of a simple market research campaign becoming a botched effort, resulting in a call to the police.
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