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Articles: Telecommunications
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.
The laws focus primarily on the most heinous practices of shady spammers like deceptive subject lines, lack of opt-out provisions, disguising the source of the email, and delivering pornographic materials with no warning.
Distracted by massive industry consolidation, new technology, and changing infrastructure, it seems telecommunications providers aren't getting a clear signal when it comes to customer complaints
HDI and Microsoft team for agent certification, Salesforce.com extends charitable efforts, communications providers get into Web services, and more...
The number of wireless phone lines in Europe will soon surpass the number of landlines there.
The solution, which is available immediately, is aimed at small and midsize businesses.
When coupled with Convergys's real-time product bundling and discounting capabilities, which can be used to attract new customers, carriers using these Convergys billing solutions will be better positioned for the effects of WNP, according to the company.
Millions of unhappy customers can shed the yoke of oppression and change carriers, while holding on to their phone numbers. This could create churn rates higher than the wireless industry could imagine.
Industry estimates show that 3.5 to 4 percent of all wireless subscribers switch carriers each month, a significantly higher number than found in similar industries like Internet or cable services.
BEA says its new integration platform, WebLogic 8.1 makes even more strides in alleviating the growing integration headaches facing many enterprises today.
According to market research, there is a strong link between agent performance and customer churn.
The study focused on 147 call center managers and senior executives from 24 wireless, wire-line, cable, and satellite companies.
Two-thirds of the companies surveyed across France, Germany, Italy, the Netherlands, and the United Kingdom say that customer satisfaction and loyalty within their organization is suffering due to the bad data.
PRM should be about helping make sales, not simply tracking them.
Roughly 85 percent of the registrations occurred online (primarily at www.donotcall.gov).
Outsourcing incentive stems from lower wages and reduced turnover in other countries, which translates to less hiring, staffing, and training expenses, plus fewer productivity lags as new agents are brought up to speed.
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