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Articles: Customer Service/Call Centers
Remember, customers have a choice when facing a complaint: They can call you or call your competition. Complaints are second chances, and we don't get too many of those.
Hundreds of thousands of customers visit the support portal, which has deflected a significant portion of calls from Charter's contact center.
The notion that there is a fixed relationship between the quality of the product or service you offer and the enthusiasm those products or services generate in your customers persists. In reality, the relationship between those two values is far from fixed.
Two divisions that serve The Schwan Food Company's markets, Schwan's Home Service and Schwan's Food Service Group, have revamped their CRM strategies as part of Schwan's ongoing effort to keep customers satisfied and loyal.
U.S. call center spending in the financial services industry between 1998 and 2003 increased by 118 percent; Customers are looking for better integration between applications, information systems, and portals; and companies are getting into offshore BPO, but enterprises should also examine the benefits from offshore "insourcing."
A self-service pilot program using touch screen kiosks has allowed McDonald's to increase capacity, taking more customers' orders than before.
According to the study, 90 percent of customers say they are at least satisfied with their retailers, but less than 50 percent can be considered truly loyal.
We are still seeing plenty of program misstarts, and a number of outright failures. --Bernie Goldberg, founder of Direct Marketing Publishers
SupportSoft yesterday started shipping its real-time service management software platform, which enables organizations to avoid or resolve technology-related problems.
Despite the immediate effects of DNC regulations on outbound teleservices, the future still looks bright for customer-centric companies willing to develop innovative CRM strategies that drive increased inbound contact volume.
The victory marks a big win for Blue Pumpkin, as the lawsuit threatened the very core of its skills-based routing business.
Siemens Information and Communication Networks is integrating its HiPath ProCenter Suites' real-time contact center capabilities with Microsoft Business Solutions CRM.
If there is one silver bullet that can help companies be more successful, it's humor--there are humor strategies companies can use to bring a little levity into the workplace.
According to a recent online survey by ITtoolbox, 36 percent of survey participants stated the top strategic reason for outsourcing was the lure of cost-savings, whereas 15 percent cited special skills and/or services as the top reason.
Organizations seeking to provide a universal view of customer information must deploy knowledge-powered central databases that can store and automatically present all important and relevant data for a customer.
Speech technology vendors showed their wares during the ninth Annual SpeechTEK Exposition and Educational Conference in New York City this week.
Pertinent information like name, address, and type of arthritis is used to create a Web form; this, plus the information gathered from the automated telephone system, is saved into one central database for a holistic view of an individual.
National Customer Service Week '03: The International Customer Service Association (ICSA) started commemorating the event in 1988.
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