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Articles: Customer Service/Call Centers
Today, customers want more than products.
According to a new study, although the number of companies using at least some real-time data has increased over the past year, many are learning that not all decisions need real-time data.
A new Gartner report directly challenges some of the key assumptions and conventional wisdom surrounding service provider decisions.
IT organizations want solutions that improve their customers' experiences.
The use of email as a customer service channel is becoming a fact of life for a growing proportion of U.S. households.
Anthony Nelson, formerly a consultant at Scient and a global Web strategist at software vendor PTC, will fill the new C-level role.
Superior service on the Web is about helping customers resolve their service issues immediately.
The report anticipates moderate growth over the next two years for state-and-local e-governments, but by 2006 expects to see the beginning of a growth cycle to reach a compound annual growth rate of about 30 percent through 2007.
Companies need to quantify the impact of problem resolution by individual problem type, and set employee response guidelines appropriately.
Small changes at minimal expense can have far reaching effects.
Customers would prefer a short path to performing their half of the service interaction, rather than navigate the menus of IVR and FAQ.
The study indicated a relatively small degree of pushback for data-driven loyalty programs.
The company's improved contact center suite is rooted in its having listened to customers' requests for a more flexible product.
Independent marketing strategists continue to validate mailings as an important part of a broader customer strategy.
The survey found that offshore outsourcing is limited, but that those companies that have opted for it are committed to the practice long term.
For companies that label themselves customer-centric, how they approach back-office customer support is a litmus test.
Geolocation has already begun to impact various aspects of marketing and sales, from lead generation to paid search results.
By capturing contacts through customer interaction recording software's user-defined business rules, organizations can record, analyze, and report on specified types of contacts, as well as their adherence to compliance requirements.
There are at least five major issues that prevent us from execution. Acting requires recognizing and addressing them.
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