Customer Service

On my way out of Fenway Park the other night, I found a credit card on the sidewalk -- an American Express platinum card to be specific. When I got to a well-lit place, I called one of the numbers on the back of the card and began my odyssey. I am not picking on Amex and I have been a member of Amex...

Last year, SAP spin-off company Tealeaf introduced software that allows call center agents and other customer service representatives to see what customers see through their Web browsers through an application called "cxReveal." Now, the company has announced an upgrade to that software that integra...

ATG has updated its e-commerce platform to include automated affinity selling for retailers and other e-commerce providers. It is the biggest update the vendor has made since it rolled out its v. 6.4 platform last summer, spokesperson Tucker Walsh told CRM Buyer. This release enhances the company's ...

Earlier this year, we did a study of attrition in the call center. We wanted to know why even good or great call centers have such persistently high rates of attrition, especially when on-boarding new agents. On-boarding is the process that starts with hiring and continues through training and the i...

Call centers for PC companies placed dead last in customer satisfaction in a survey released Tuesday by an international consulting group. The Ann Arbor, Mich.-based CFI Group found PC call centers scored a 64, the lowest customer satisfaction score of all the industries surveyed. "Scores in the six...

Video rental purveyor Netflix and TV shopping channel QVC led a customer satisfaction index of the top 100 online retailers released Friday by ForeSee Results. The index, calculated twice a year by the firm, ranked the Web sites of Netflix and QVC, with scores of 85, as the kings of customer satisfa...

211 is more than a mere convenience to callers seeking information about critical health and human services available in their communities; it can literally be a lifesaver. "The heightened threat of terrorism in the post-9/11 world and the increase in frequency of environmental emergencies has raise...

It is not easy to find anyone who is sympathetic to Roy Pearson Jr.'s position. Pearson has made headlines in recent days for his eye-popping $65 million suit against his dry cleaners. This is not a tort about, say, environmental negligence that caused Pearson injury or illness. No, the man is suing...

Broadband providers have been pushing so-called triple play offerings as a means to fatten their coffers, but those services are also contributing to increasing support costs and drooping customer satisfaction. "The competitive environment that characterizes today's broadband and value-added service...

RightNow Technologies and Genesys will combine their customer service application suites to deliver a joint offering available the end of May. The end result will be prebuilt, integrated computer telephony integration functionality in the RightNow suite and, as an added bonus for the company, access...

Mortgage lenders have improved their online customers' experience over the last year, but many Web sites still fall far short of meeting their visitors' needs, according to a report released Tuesday by a financial services customer satisfaction research firm. In a Web site study of 26 major online m...

A U.S. Department of Health and Human Services contract awarded in November 2005 charged Accenture Health & Life Sciences and three other tech developers with the creation of a fully integrated health information system to connect healthcare communities. They had to respect the provisions of the...

TimeLinx Software has announced TimeLinx CRM 5.0, which combines time, task and expense tracking for client projects, with sales and marketing data captured by traditional CRM systems. The product's features include a Web-based and network time sheet client, Microsoft Project synchronization and a r...

The State of Texas has charged electronics retailer Radio Shack with violating state identity protection laws, claiming the company dumped thousands of customer records behind a store near Corpus Christi and possibly exposing consumers to identity theft. Radio Shack is not denying the transgression ...

Data analytics vendor Alterian announced Monday its acquisition of the contact optimization technology product Campaign Calculus 2.0 from The Customer Partnership. The product uses advanced algorithms to evaluate the financial impact of all of the possible permutations for contacting prospects acros...