14 result(s) displayed for customer service (1 - 14 of 14):

Learn From Skype

I have noticed something counter-intuitive and it has to do with quality of experience as compared to the cost of a product. What I mean is that generally speaking when you pay more for something you get better service. First...

Posted on June 19, 2008 10:11 AM

Calabrio's Call Center Solutions Advance

The trend towards unification is something you can see everywhere from cellular phones which now include music players, GPS and cameras to desktop software allowing communications with once disparate applications. One company in the call center space which is surfing...

Posted on March 23, 2008 9:20 PM

E-Mail Customer Service Complaints

Few things annoy me  as much as poor e-mail interactions with companies I either purchase from or am thinking of purchasing from. I am sick and tired of companies who send me an auto-response e-mail and then never follow through...

Posted on March 14, 2008 8:38 PM

Sprint Complaints

Sprint Complaints Last night I got together with my family for dinner and I found that my Aunt was desperate to talk with me about her recent customer service experience with Sprint. She upgraded her phone and it wouldn't work...

Posted on February 9, 2008 9:20 AM

Nice Systems Win

Nice Systems recently reported multi-million dollar contracts with a number of banks. The banks are using NICE Perform, part of NICE SmartCenter, as well as an enterprise fraud solution from Actimize, which NICE acquired in August. With NICE SmartCenter these...

Posted on January 8, 2008 9:36 AM

Big Brother Service Provider

If I told you a book distributor with a virtual monopoly in most of the US was blocking the distribution of books it found inappropriate, what would you say? What would our government do if such a practice took place?...

Posted on October 19, 2007 12:12 PM

Comcast Customer Support

This morning I went to Wikipedia to look up the formal definition for the term ballistic. Most of us know there is a term “going ballistic” which basically means freaking out in a potentially violent manner. Wikipedia doesn’t have an...

Posted on October 19, 2007 5:40 AM

Off to ITEXPO West 2007

I am sitting in the airport this morning on my way to LA and reading Russell Shaw’s coverage of new research which discusses how websites of telecom companies are no good. Russell says this is information we already know. Interestingly...

Posted on September 9, 2007 9:31 AM

Nice Systems

Brian Spraetz, Senior Product Marketing Manager NICE Systems Inc., recently sat down with me (virtually over e-mail :) )to discuss IP communications and NICE’s upcoming presentation at ITEXPO.   NICE Systems is the leading provider of Insight from Interactions, offering...

Posted on September 7, 2007 8:41 AM

Virtual Customer Interactions

This is my next Customer Interaction Solutions High Priority column. If memory serves it will be the October, 2007 issue. As often happens this will be the unedited version. If this is of any interest be sure to subscribe digitally...

Posted on August 25, 2007 7:20 PM

Kiosks

The new face of sales and service will be kiosks according to this article from MSNBC. Frankly I am not a huge fan of kiosks but I am less of a fan of standing in line....

Posted on August 3, 2007 10:48 AM

Cablevision Customer Service

I have been consistently impressed with Cablevision customer service. I am having a problem with my network and it is potentially complicated. From time to time the network experiences packet loss for a few minute period.   I have...

Posted on July 15, 2007 8:35 PM

Gartner on Customer Service

Customer service is so crucial in every organization and Gartner is a well-respected name in the field of technology market research. It is for this reason when Gartner analysts make a live presentation, it is usually a great idea to...

Posted on July 12, 2007 4:36 PM

Get Human

I recently came across a very funny video clip that teaches callers how to get right to a live operator. It takes tips from a website called gethuman.com and you'll learn tips like mumbling, hitting zero repeatedly and other tips...

Posted on June 3, 2006 9:28 PM