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Articles: Customer Service/Call Centers
Aberdeen Group surveyed 380 executives earlier this year, asking them to identify their technology investment priorities for contact centers over the next 18 months. The most surprising takeaway is that 45 percent maintained that the contact center was a "critical" part of their company's product and customer strategy.
Marketing executives need to work closely with internal call centers to use the existing technology for the purpose of effective outbound marketing.
Customers are willing to stay if they can expect a significant value of some kind from the product or service they are using.
Nissan Motor Acceptance Corp. needed to gain a better understanding of agent performance levels to provide faster and better quality service.
BJC HealthCare's after-hours pediatric-nursing help line looked to improve performance and cut costs for the triage service; Memorial Hermann has been working on CRM improvement plans to boost customer service capabilities; and Franciscan Health System works with Customer Potential Management Marketing Group to maintain and mine an extensive customer database.
The new law stipulates that if an unauthorized party gains access to customer data like a social security number or a credit card account number, the company must immediately notify any and all customers of the breach.
Companies experimenting with BPO complain of inflexible contracts, difficulty managing vendors, and a lack of performance metrics; ICICI OneSource announced its intention to acquire FirstRing; and automated speech recognition solutions are growing in popularity as their accuracy improves.
Several large companies have already started an exodus from the United States to Canada, including Marriott, UPS, AOL, and IBM.
If all goes according to plan, on November 24 the FCC's wireless number--portability (WNP) legislation will go into effect.
Despite the anxiety of handing over call center operations to a third-party outsourcer, organizations are still quietly off-loading their customer support efforts.
According to the report, health insurance carriers are lagging in customer service and support.
Improve overall experience for your customers by looking at their dissatisfaction--it can be done in seven basic steps.
If ceding power to the customer is more effective in achieving the company's objective, perhaps CEM should facilitate customer-enabling rights and features.
RightNow doubles in size in Europe, SSA Global announces Baan roadmap, and more...
A Merchants Global Contact Center Benchmarking Report revealed that the average caller waits 29 seconds to have a call answered, compared to 24 seconds four years ago.
Siebel closes UpShot deal, Datamonitor says more call center seats going offshore, GWI creates new services group, and more...
Helping service providers deliver service in three dimensions can take any organization to a new level of customer loyalty.
Nearly half (45 percent) of recent Maritz Poll respondents indicated that their companies' brand or image played an important role in their decision to apply for a job at those firms.
Based on figures from Britain's National Statistics Office, unsuccessful phone connections costs British businesses nearly L83 million ($139.1 million) a day, or L22 billion ($36.87 billion) in a working year.
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