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Curse to get past automated answering services and through to a real person

Posted August 15, 2013 - 4:29 pm

Swearing will get you directly to customer service agents who are standing by
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3 lessons learned from a failed customer feedback test

Posted June 11, 2013 - 4:47 pm

Testing customer service software in a real-life setting involves more than simply installing and using.
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How big data can improve marketing and customer service

Posted May 13, 2013 - 1:08 pm

Big data is poised to help marketers reach and engage customers and prospects in ways that businesses are only now starting to understand. Enterprises that don't embrace analytics may soon see embattled customers voting with their wallets.
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#Tech RSS

Taking programmers for a test drive

Posted March 6, 2013 - 12:22 pm

37signals is one company that eschews the traditional interview quiz for programmers in favor of a job tryout
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Get the help you need without the hold time

Posted January 10, 2013 - 11:46 am

"Your call is important to us. Please continue to hold." Have ten more aggravating words ever been uttered? If you're fed up with doing time in customer-service limbo, take heart: Some startups are trying to take the cuss out of customer support by providing free online workarounds.
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Watch the Real Housewives of 1950 abuse a telephone repairman

Posted December 13, 2012 - 12:34 pm

The customer may always be right, except when they're shrewish housewives from the 1950s annoyed with their telephone service.
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ITworld.TV RSS

1970s phone etiquette film features sexism, horrible bosses

Posted May 11, 2012 - 12:55 pm

How to lose customers through bad phone etiquette...
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The 24/7 CIO: Are you really open for business?

Posted May 10, 2012 - 4:00 pm

The Web offers cheap and easy access for our clients (internal or external) to access services 24/7. As a result, our Web stores and public facing sites have become "must be available" on the same basis. But how many of us actually follow through?
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When Customer Service Needs Fixing, Bring in the CIO

Posted September 28, 2011 - 6:28 pm

Companies are turning to CIOs to lead customer-facing functions because of their expertise with business processes, enterprise data and social media
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CoreIT RSS

Google announces it will kill the only reason to keep Google on your computer

Posted September 6, 2011 - 4:50 pm

Google does three things well; one of them is search my hardware for information the same way it searches the Internet. Why kill the most intimate thing Google will ever do for customers?
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CoreIT RSS

Virtual staff help Paris, U.K. airports put human face on flight updates

Posted August 30, 2011 - 10:35 am

Paris' Orly Airport is the third to deploy systems that holograms of staff who make boarding or security announcements, increasing passenger face time without adding more faces.
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The TechnoFile RSS

Netflix making good on Roku streaming troubles

Posted June 8, 2010 - 7:58 am

When's the last time a company reimbursed you for an internet-related glitch? Netflix racks up some goodwill by doing so after customers experienced problems over the weekend.
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ITwhirled RSS

Japanese train station attendants subjected to computerized smile inspections

Posted July 29, 2009 - 9:00 am

Is your smile is adequately friendly for customer service purposes? This computer can tell.
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Improve customer service skills

Posted March 30, 2009 - 2:34 pm

Mark O'Gara, vice president of infrastructure management at Highmark Inc. discusses dealing with difficult users.
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Layoff effect: Are you doing more with less? Survey says no.

Posted March 30, 2009 - 2:13 pm

Are you being asked to do more in the wake of layoffs of co-workers? If so, are you actually doing more?
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12 ways to maximize customers

Posted March 2, 2009 - 10:48 am

Maximizing every customer means getting the most out of them every time. It means suggesting more ideas or products before they check out. It means collecting as much data about your customers as possible. And it means getting your salespeople focused on saying and doing the right things every time. While this article is geared for retailers, there is some tried and true advice for VARs, and others selling in the channel.
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Extending Existing Infrastructure with Hosted Contact Center Solutions

Posted February 25, 2009 - 3:12 pm

Cutting costs and improving customer service are everlasting business goals, regardless of the economic climate. With capital expense budgets shrinking, however, more organizations are adding a third goal to the list: extending the use and the useful life of their existing infrastructure.
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Salesforce launches Service Cloud

Posted January 15, 2009 - 11:24 am

Salesforce has repurposed the customer-service software acquired through its August 2008 purchase of InstraNet into a new offering called the Service Cloud, the company announced Thursday.
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The Five Steps to Customer Service as a Strategic Weapon

Posted December 4, 2008 - 6:25 pm

Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage.
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Geeks at Your Service: Secret of Best Buy's Success

Posted November 17, 2008 - 12:55 pm

Great in-store customer service is important, but excellent customer service after you leave, well that stands apart from the crowd. Best Buy has differentiated itself with just that strategy.
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Obama, Technology and Customer Service

Posted November 11, 2008 - 1:10 pm

In advance of Obamaâ€™s election victory, it was clear that the US (and global) economies would be in trouble for a while. Whoever would become President-elect, one lingering consequence would be the need for companies in most all sectors of the economy to reduce capital expenditures.
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Your technology tent pole

Posted July 31, 2008 - 4:14 pm

One of my favorite questions for analysts and consultants is what small businesses should learn from big businesses. Let me quote Michael Dortch, long time IT analyst now with the Aberdeen Group, from an interview I did with him last spring: "If you are not entirely dependent on IT to do business and succeed competitively now, you will be by the time I'm finished speaking."
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HOW-TO: Look alive and professional in Web meetings

TIP: Use your cell phone as a WiFi VOIP phone

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