people news
Lonoke, AR-based pet supplies marketer PetQuarters has promoted Mike Kelly to president. Most recently, Kelly was the company’s executive vice president,
CRM
FREEZE FRAME
Nothing much may be a perfectly fine answer to give to an old friend who calls to ask whassup. But if that’s how you describe what’s going on in your
FYI: Go for Broke
Got spare cash? Spend it on customer service, advises a Jupiter Media Metrix study. The number of people seeking online customer service is expected to
Underwater Basket Weaving
People of a certain age will remember this: Back in the ’60s and ’70s, UBW was the kind of course you supposedly took in college if you were part of the
HOW DOES YOUR CALL CENTER GROW?
The rows of tomatoes you plant as seedlings in your back yard or the flowers you lay out every spring in geometric patterns to impress your neighbors
SPLIT PERSONALITY
An automated e-mail response costs about 25 cents per incident, compared to $1 for knowledge-based self-service, $6 for interactive voice response, $8
SHORT TAKES: Snake Oil
A software vendor tells you he has a CRM package that will double your customer base and quadruple your profits in 90 days. Don’t buy it! According to
Can This Relationship Be Saved?
We admit it: We used those shockingly red lips on our cover to grab your attention. But what’s in our special section on contact centers is attention-grabbing as well.
Where Are They Now?: The Annotated First Catalog Age 100
When trying to figure out where you’re going, sometimes it helps to look at where you came from and how you got to where you are today. With that in mind,