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Articles: Customer Service/Call Centers
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.
Offshoring will succeed if it results in a more productive customer service operation.
Here's how companies can deliver stellar service at the many touch points available to customers today.
What is the primary driver of your customer support implementation?
The right script can make a general customer service agent appear as an expert.
Getting critical information in the hands of customers and reps faster is a key contributor to our sales growth.
Application service providers are building on their success with hosted CRM applications and jockeying for position in the budding computer telephony service provider market.
New technologies, from Web services to wireless broadband connections, are opening doors that previously had been bolted shut.
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