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Articles: Customer Service/Call Centers
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.
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.
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