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Articles: Telecommunications
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.
Contact center executives now realize that it is not enough just to plug in the system. Management must explain how the agents will benefit from the technology.
Hello instant connectivity and contact customer access.
Will we ever learn to modify our behavior, learn to collaborate around integrated data files that contain the bits of customer information?
Perspectives on changing how the game is played.
While mature parts of the CRM market shrink, new areas are growing exponentially.
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Companies: Telecommunications
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