RedEnvelope tests loyalty program
The number of online retailers with loyalty programs is set to hit 67% by the end of this year, according to New York-based Jupiter Research. Working
CRM
The Benefits of Making Customer Advocacy Job #1:Happy Customers
The manager of a multichannel contact center has one of the most difficult jobs on the planet. The manager knows that the critical juncture between a happy customer and one who
Four Ways to Turn Your Customer Service Center into a Profit Center
Customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. But the challenges of today’s business environment demand that customer service take advantage of its unique capabilities and opportunities to make a more substantial contribution to the top line.
The ABCs of “Click to Call”
Recently e-commerce media buzz has focused around click-to-call technology, with Internet search giants Google and Yahoo! testing ways to enable immediate Web-to-phone connections between buyers and sellers through their local search ads. But what exactly is click-to-call, and what does it mean to you?
Why Service Initiatives Fail
Companies everywhere are struggling with the dynamics of how to profitably grow their business in a changing economy. Customers continue to demand exceptional service even when sales and profitability are declining. Employees are disgruntled, and shareholders are dismayed. Management is searching for the key to success and finding that all roads seem to lead to customer service.
TECHNOLOGY UPDATE
It’s not just headsets and automatic call distributors (ACDs) any more. Contact center technology has evolved into a sophisticated world of its own, with
Contact Center Tech: Diversity in Motion
The actual range of products included in the phrase
Prepare Your Operation to Cope with These Six Trends in 2006
You may be preoccupied with family and friends this holiday season, but don
The Answer Is in the Data
An increasing share of senior executives recognize that they need to invest in customer relationship management (CRM) to increase sales, improve profitability, and reinforce the company
The pitch for sales software
If there was technology that could help your sales force better manage contacts, generate higher sales, and close more deals, would you invest in it?