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Articles: Customer Service/Call Centers
The company's knowledge base has remained essentially static, aside from a few regular promotional events, which means efforts to maintain or update the FAQ can be kept to a minimum.
Industry pundits maintain that the biggest growth area in CRM over the next three years will be in the public sector, especially within state and local governments.
The goal was to resolve the issue of customers leaving the Edmunds.com Web site because they felt overwhelmed by the amount of information at their fingertips.
Not using customer service interactions to further relationships with customers is just poor stewardship.
It just doesn't make sense to let a machine handle the first contact between you and a new customer.
Companies must adopt an integrated customer management strategy that makes customer information available and actionable to everyone that needs it, including customer agents.
A new survey indicates there are some significant differences in the responses of men and women to bad customer service interactions.
Both companies needed a system to mobilize employees and improve customer response quality in the face of unexpected circumstances.
A large number of respondents--85 percent--say a single bad experience will turn them off forever.
Feedback collected through a multichannel survey processes helps customer support executives determine customers' attitudes toward product quality.
The emergence of industry standards has been the catalyst for many of the recent improvements in the progression of speech-enabled solutions.
It is imperative for retailers to engage customers at every point of contact--otherwise a great rewards program sits idle, and so does merchandise.
Is there hope for intimate B2C relationships beyond the intermediation of self-service and outsourcing?
A recent report states that there's an increasing tendency toward using VoIP, and they suggest that a major turning point may have arrived.
You need proactive communications with your customers; you need to be highly accessible; and you need to deliver quality and consistency in your communication.
The combined company expects $125 million in 2004 revenues, and says that accelerated growth in the former Phase 2 operations will lead to the creation of 500 jobs in U.S. operations over the next year and a half.
Here are the five strategies of five companies that have turbocharged their CRM initiatives.
Having registered 550,000 customers as of March, Georgia-Pacific's AllYourRooms.com is currently 15 percent ahead of expectations.
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