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Articles: Customer Service/Call Centers
When costumers go to stores to buy, they care most about price, selection, and convenience.
Consumers rate 2005's best-in-class restaurants, retailers, convenience stores, and supermarkets.
Seventeen call center reps are accused of stealing from Hurricane Katrina relief efforts.
Poor service increasingly opens the door to churn, as the Internet is perceived to allow a fresh start for customer loyalty.
Automakers can solve problems more quickly and improve customer satisfaction by exchanging customer data with dealers.
Citizens are more satisfied with government Web sites than the entity that runs them.
The company settles charges for $5.3 million, the largest-ever Do Not Call payout; the fine underscores the importance of monitoring affiliate marketers.
Southwest's desktop program DING! is indicative of the next phase of direct, permission-based marketing to consumers looking for flight deals.
As most companies expand or develop new products, they fail to recognize the need to improve their customer care strategies at the same time.
Botswana is emerging as an attractive location, according to a new report; telco costs and stereotypes are limiting factors.
Mine the rich source of customer information that lies buried in recorded calls.
A bad customer experience is only the beginning of a much bigger problem for sizeable airlines.
To ease supervisors' time-intensive data-collection method, the organization created an in-house tool.
A road map for the evolution your company will experience.
Optimizing an online booking channel helped to boost hotel reservations.
For the full stories and more news, visit destinationCRM.com
Communications service providers should study other industries' self-care and self-provisioning capabilities.
A recent report reveals the best and worst retail Web sites evaluated by online shopping experiences.
Americans are more impatient than the rest of the world with CSRs; first call-resolution rates and personalizing experiences are important.
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