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WalletPop |
February 19, 2010
Inside tips on winning the customer service complaint game
- Anyone who's ever called a company's customer service line -- and that's just about all of us, I'd suspect -- has probably heard these words: "This call may be monitored for quality assurance."
But have you ever wondered if the call was actually being recorded? We did. We also wondered just what the people listening in heard -- and what tips they might have to help us come out on top of the customer service complaint game every time.
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TMCnet.com |
January 26, 2010
Customer Service is the 'Unaffordable Budget Cut': HyperQuality
- The recession has ended and recovery has started. These welcome events should prompt companies to put away the budget knives but alas they have not.
Unfortunately, reports Chris Coles, president and CEO of customer service solutions provider HyperQuality, on many firms’ carving boards are customer experience/service programs. This is despite he says that there is direct linkage of delighted customers to retention, growth and margins. Also, many companies have dramatically reduced marketing, sales and PR budgets, which mean there are fewer new customers being won over. Retaining existing customers is an obvious must.
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ContactManagement.ca |
October 02, 2009
ClearMetrix drills into quality equation
- Common business wisdom concludes
it is almost always more expensive
to acquire new customers than
retain those you have. Certainly
acquisition needs to be a part of any
successful enterprise; however, it
is also essential that organizations
take a systemic look at their quality
so they can retain those hard-fought
customers, and convert prospects
derived from marketing campaigns
into sales.
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Connections Magazine |
September 24, 2009
Extending Contact Center Monitoring and Evaluations to Spanish-Language Customers
- The last ten years have brought a sea of change to the contact center industry from both an operations and technology standpoint. Outsourcing and offshoring seem to make the most headlines, particularly in today’s economy when more and more companies are looking for more affordable methods to service customers. But while the contact center industry seems to be in a constant discussion around outsourcing and offshoring, little attention is being paid to the increasingly growing field of multilingual contact centers.
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CRM Buyer |
August 27, 2009
Assuring Quality in the Language E-Commerce Customers Speak
- It's not enough to provide multilingual customer service in a contact center if it doesn't meet the same standards as the service provided in the dominant language. In order to ensure a high-quality customer experience overall, it's important to develop procedures that will improve communications and encourage rapport, regardless of the language spoken -- and to monitor actual outcomes.
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Multi-Channel Merchant |
July 28, 2009
Survey Says More Call Centers Okay with Offshoring
- Few call centers like to admit to offshoring, or outsourcing functions to a company based in another country. While the cost savings are there, many businesses—and consumers--have a negative perception of the practice.
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TMCnet.com |
June 17, 2009
Quality Can Make Offshore Customer-Acceptable: HyperQuality
- Challenging economic conditions are keeping offshore outsourcing on the table and still picked up as a cost containment implement, despite the smoke and fire over keeping the call handling at home. What has been holding some companies back, reported HyperQuality are quality issues that can be resolved.
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US Commerce Association |
June 08, 2009
2009 Seattle Award - Best Quality Assurance Company
- Hyper Quality has been selected for the 2009 Seattle Award in the Quality Assurance Consultant category by the U.S. Commerce Association (USCA).
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Puget Sound Business Journal |
June 05, 2009
Customer service push fuels HyperQuality
- HyperQuality, which monitors customer-service calls and emails for midsize Fortune 1000 customers, is hiring as more companies look for cost-effective ways to measure their success in communicating with their customers.
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BusinessWeek |
April 24, 2009
Poor Call-Center Service Angers Indians, Too
- The other day, after her cell phone stopped working during a trip, Beth Tomlinson used a pay phone to call her cell-phone carrier. Her call, like so many others around the world, was answered in Noida, an outsourcing-driven boom town about 20 kilometers outside New Delhi. Tomlinson, a Kansas-native who has lived in India for several years, did not really care. After all, she was in Noida, too.
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