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Articles: Customer Service/Call Centers
According to a new report by the Service & Support Professionals Association, it's possible to predict during the recruiting phase who the top performers might be, and hire accordingly.
The CVP supports speech-enabled and touch-tone applications that can be integrated with back-end data and business rules accessible through the Web, using Java 2 Enterprise Edition and VoiceXML standards.
Some firms can be cavalier with customer contacts; others are slow to respond to online service requests.
The concept of having customers help themselves is actually a rather old idea--the difference today is that the channels for reaching customers, from voice response systems to kiosks and the Web, have evolved.
Being able to compete on equal footing with contact center giants is important as the customer contact market shifts to longer purchase cycles driven by the need for technology refresh, rather than hordes of startups demanding quick solutions.
A new, four-month training program dubbed Certified Friendly is designed for hotel, restaurant, attraction, and local government staff.
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.
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