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CRM
November 1, 2006 |
The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.   |
CRM
July 18, 2014
Zach Steindler |
Pair Live Chat with HelpdeskCRM Software Combining the two can unlock both solutions' full potential. |
CRM
May 2014
Leonard Klie |
Snapfish Finds Live Chat a Snap for Customers and Agents Photo-sharing site uses Live Person to help members with design projects. |
Entrepreneur
March 2005
Catherine Seda |
Go Live They've got questions, you've got answers. Now you can reach out to your prospects and keep them happy with live chat on your site. |
CRM
November 5, 2015
Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
CRM
December 2009
Christopher Musico |
Chatty-Chatty Makes a Bang-Bang Online Experience Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CIO
May 1, 2003
Mohanbir Sawhney |
How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions. |
CRM
July 1, 2005
David Myron |
How to...Assess Customer Satisfaction Levels by Going Beyond the Standard Satisfaction Survey Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful. Consider these tips for assessing customer satisfaction levels by going beyond the standard satisfaction survey. |
CRM
October 2010
Juan Martinez |
How Can I Help You? Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you? |
CRM
August 1, 2007
Greg Sanders |
McAfee Automates Online Service McAfee turns to Citrix to leverage chat and remote assistance in the call center. |
PC Magazine
November 28, 2007
Matthew D. Sarrel |
SMB Boot Camp: Give Your Web Site a Human Touch How live chat can help your business. |
CRM
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
InternetNews
May 24, 2010 |
Microsoft Scores Good Will With Windows 7 Prominent measure of customer satisfaction finds that Microsoft's stock is rising in the public eye following the generally well received release of Windows 7. |
Inc.
January 2006 |
Live Aid There are scores of live-chat vendors, and finding the right one can be tricky. Here are three options to suit your various needs. |
CRM
November 25, 2011
Lief Larson |
Why Legacy Chat Doesn't Cut It How to better engage customers and enhance your brand in today's digital world where many buyers expect real-time engagement online. |
Bank Systems & Technology
January 31, 2006
Robert Wollan |
CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
| AskMen.com |
Facebook Profile Photo Newly published research suggests you can ascertain some pretty important information about an individual -- how satisfied he is with his life -- by their profile photo. |
Registered Rep.
July 19, 2010
Jerry Gleeson |
Edward Jones, RBC top J.D. Power investor survey Overall investor satisfaction with the dozen companies in the study was markedly higher this year, although the survey also showed that investors increasingly believe that investment firms are more focused on profits than on customer satisfaction. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
IndustryWeek
April 1, 2008
Brad Kenney |
New Tech Trends in Manufacturing Customer Service New technologies and data-driven focus are enabling more agile, responsive customer-service departments, both inside and outside the enterprise. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
IndustryWeek
February 1, 2007
John S. McClenahen |
Employee Involvement: Well, Now Are You Satisfied? The majority of manufacturing companies are measuring employee satisfaction. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
InternetNews
May 17, 2005
Sean Michael Kerner |
Forrester: IT Help Could be Better According to a new report from Forrester Research, most IT users are not satisfied with their company's IT support. |
CRM
August 2003
Paul Greenberg |
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction. |
CRM
March 2004 |
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite). |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: The Service Elite - Drugstore.com RightNow Technologies is helping Drugstore.com get better at making its customers look good. |
Wall Street & Technology
June 13, 2006 |
Spending More Can Be Satisfying Research from an outsourcing and insourcing advisory firm reveals a direct correlation between an organization's satisfaction with its outsourcing efforts and how much it invests in outsourcing management and governance. |
Financial Planning
January 1, 2013
John J. Bowen, Jr. |
How to Increase Client Satisfaction It s not about your skills, it turns out - other factors are more important in maintaining happiness and loyalty. |
Inc.
January 2006
Ellen Neuborne |
May I Help You? New live-chat software helps Web merchants convert browsers into buyers. |
BusinessWeek
December 10, 2009
Marshall & Kelly Goldsmith |
How Adults Achieve Happiness The results of a new survey on satisfaction -- at home and at work -- may surprise you. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
Global Services
May 1, 2007
Imrana Khan |
More Satisfaction: Outsourcing or Offshoring? Offshoring provides more satisfaction than outsourcing, says a recent study. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
InternetNews
December 24, 2003
Robyn Greenspan |
Chatters Quieting Down While other forms of communication grow at explosive rates, chat room participation plateaus. |
T.H.E. Journal
August 2001
Alvin Y. Wang & Michael H. Newlin, University of Central Florida |
Online Lectures: Benefits for the Virtual Classroom Most Web-based courses rely primarily on asynchronous communication to deliver course information to students. With this form of interaction, instructors and students do not interact simultaneously. Most courses would benefit from the addition of synchronous communication... |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
November 2014
Leonard Klie |
Customer Satisfaction Plunges Again American Customer Satisfaction Index sees one of its biggest drops in 20 years. |
CRM
January 26, 2004
Patrick O'Neal |
Customers Prefer Self-Service When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option.. |
CRM
November 17, 2011 |
Provide Support Introduces Social Media Chat Service for Facebook A new social media customer service application from Provide Support allows owners of corporate, association, and non-profit Facebook pages to offer live chat service to their visitors. |
Food Engineering
December 1, 2006 |
Editor's Note: Attitude Adjustment: Happy days are here again The annual salary and job satisfaction survey shows that doing more work with less staff is a theme that remains unchanged for nearly two decades. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
January 29, 2013
Kelly Liyakasa |
Get Satisfaction Rolls Out Small-Business Solution Community managers get more insights into customer traction. |
CRM
October 2014
David Myron |
Are You Correctly Measuring Customer Satisfaction? Every once in a while, a bad customer service story goes viral, forcing CRM professionals to take a closer look at how they support customers. |
CRM
April 1, 2006
Colin Beasty |
Required Reading: Customer Satisfaction at Its Best In the book Satisfaction, authors Chris Denove and James Power IV explain how companies like JetBlue, Lexus, and UPS deliver consistently high customer satisfaction and translate that into profitable growth. Here's an interview with Denove about the book. |
Financial Advisor
May 2012 |
Satisfaction A job satisfaction study by J.D. Power found that financial advisors' happiness with their work is most dependent on their firm's performance. |
Search Engine Watch
February 7, 2006
Chris Sherman |
Google Integrates Chat with Gmail Continuing its push into communications products and services, Google has incorporated a chat client into Gmail, blending the best features of both technologies. |
