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Articles: Customer Service/Call Centers
Every agent in the call center changes roles in an inbound marketing model, and it's necessary to create an incentive plan to compensate the agents for sales they make.
Having the right production information or customer information at your representatives' fingertips is a fundamental yet crucial step. It can mean the difference between losing a customer that is put on hold, solving a customers' inquiry or even upselling on an opportunity.
The majority of the call centers and agent positions will move to nearshore/offshore positions, but others will be lost due to increasing self-service options available to customers and DNC regulations.
There's a high correlation between poorly delivered email support and [poor] customer loyalty.
A handful of McDonald's restaurants have drive-through voice communications routed via a high-speed line to a call center, rather than to an employee on location.
The faster you deliver relevant information, the more competitive your offering will be.
The book details the seven steps that can save marketers from missing opportunities to make that essential customer connection.
CRM industry leaders talk the talk.
What does it take to be successful in a CRM initiative?
Supply chain management does impact customer satisfaction as it relates to product delivery dates and product quality.
An important goal of a customer advisory board is to provide an excellent source of quantitative and qualitative data that goes beyond checkboxes on surveys or conversations over coffee.
Leveraging the power of personalization and dynamic data, Web self-service can handle surprisingly complex tasks designed to improve the customer experience.
Companies attempt to evaluate the effectiveness of their CRM programs based on benchmark data, but these evaluation methods tend to ignore the customer's opinion.
You can't predict when a prospect may need your products and services, but you can stack the odds in your favor.
To attain intelligence-driven, profit-focused self-service, companies can follow this simple four-step plan.
The company is also putting the finishing touches on a formal launch of its voice-over IP contact-center solution.
Consumers are open to buying more products and services, but only if the customer service representative (CSR) first resolves the customer's concern.
Pure-play knowledge-base providers are seeing a need to compete with service-oriented companies.
The rules of proactive customer care are very different from other types of outbound contact.
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