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Articles: Customer Service/Call Centers
Rhodes can now access such information as items purchased, date of sale, and whether a customer prefers to pay with cash or credit.
The company now has control over its order process, and soon will be able to get rid of its legacy billing system entirely.
Churchill Downs' formal change-management effort addresses different levels of CRM understanding and, like most change initiatives, emphasizes that change is good.
A customer advisory board setting can produce valuable feedback as customers have an opportunity to pool their collective experiences and present them in a coherent manner.
Call center outsourcing can provide value to an organization, but not by walking away from responsibility. We examine the people, process, and technology issues managers should consider when making their decision.
Top organizations seem content with delivering abysmal email response rates to customer inquiries.
Cost minimization has been and will continue to be a key component in companies' decisions to locate their contact centers offshore, but firms should weigh other options to ensure that they make the right decision.
Today, customers want more than products.
According to a new study, although the number of companies using at least some real-time data has increased over the past year, many are learning that not all decisions need real-time data.
A new Gartner report directly challenges some of the key assumptions and conventional wisdom surrounding service provider decisions.
IT organizations want solutions that improve their customers' experiences.
The use of email as a customer service channel is becoming a fact of life for a growing proportion of U.S. households.
Anthony Nelson, formerly a consultant at Scient and a global Web strategist at software vendor PTC, will fill the new C-level role.
Superior service on the Web is about helping customers resolve their service issues immediately.
The report anticipates moderate growth over the next two years for state-and-local e-governments, but by 2006 expects to see the beginning of a growth cycle to reach a compound annual growth rate of about 30 percent through 2007.
Companies need to quantify the impact of problem resolution by individual problem type, and set employee response guidelines appropriately.
Small changes at minimal expense can have far reaching effects.
Customers would prefer a short path to performing their half of the service interaction, rather than navigate the menus of IVR and FAQ.
The study indicated a relatively small degree of pushback for data-driven loyalty programs.
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