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Articles: Customer Service/Call Centers
Better bundles and more aggressive pricing are cited as major reasons for improvement in a new J.D. Power study.
The Hackett Group finds that businesses favor onshore and offshore shared services over outsourcing; the trend may continue over the next three years.
Consumers rate 2006's best-in-class across 14 industries, highlighting how important it is for companies to maintain consistent brand and customer service.
More operators in the young Asia Pacific NGEV services market look to deliver these offerings as businesses migrate to IP-telephony platforms.
Metasearch 1.0 has a bad reputation, but the application of an AJAX-type interface and user-controlled content could make metasearch 2.0 an asset to airlines and customers.
Better technology integration and closer attention to customer needs rank among the best-in-class behaviors of distributors.
Hidden fees like government costs and severance pay are limiting the cost benefits of IT outsourcing, though the business practice isn't losing its popularity.
U.S. businesses are beginning to look to Mexico and other Central American areas for customer service agents as the domestic Hispanic population rises.
Most email marketers have tremendous difficulty reaching consumer inboxes, but even more don't make deliverability a priority.
A report calculating airline performance finds customer service down, indicating a slip to pre 9/11 service standards.
Although consumers polled indicate that site usability is up, customer information sharing leads to below average score.
The use of this emerging technology is expected to soar over the coming years; the ability to report in real-time will begin to appear in second and third generation versions.
The acquisition of a quality management provider signals that the game is on against other workforce optimization companies.
The deal is one of the latest markers of contact center consolidation; details of the cash transaction were not disclosed.
Wireless carriers' family calling plans are increasingly popular with customers; pricing is an important factor.
Six truths about making CRM process changes to your organization.
Talking about significant results tied to investments in contact center technologies and services is one thing. Realizing outstanding return is another. CRM magazine honors five organizations that reaped the benefits of their contact center and customer service initiatives in 2005 in the following categories: Web support services, workforce optimization, speech solutions, hosted contact center services (a new category), and agent-facing universal desktop.
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services.
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