CRM News: Customer Service

The Multichannel E-Commerce Path Out of the Recession

Tuesday - June 16, 2009

In the midst of the U.S. economic crisis, cautious spending and downsizing have left the retail industry in dire straits. The Commerce department recently reported that retail sales continued to fall in March -- down 1.1 percent from February's sales figures. March 2009 saw a 9 percent decline compared with March 2008. Even as retail numbers drop, however, online shopping and total online sales continue to show steady growth in the face of adverse economic conditions. [More...]

Adios, Arrivederci, Au Revoir, Auf Wiedersehen and Goodbye, Analog TV

Friday - June 12, 2009

TV stations across the U.S. started cutting their analog signals Friday morning, ending a 60-year run for the technology and likely stranding more than 1 million unprepared homes without TV service. The Federal Communications Commission put 4,000 operators on standby for calls from confused viewers and set up demonstration centers in several cities. [More...]

Chrysler Customers' Shrinking Service Options

Friday - June 12, 2009

There are 789 fewer Chrysler dealers this week -- and by the end of next year, there will be 1,100 fewer General Motors dealers. As the automakers terminate contracts with dealers across the nation as part of their bankruptcy reorganization, many owners of Chrysler and GM vehicles will have to find new sources for oil changes, tuneups and major repairs. What's a loyal owner to do? [More...]

GM's Demise and the Rise of CRM Culture

Wednesday - June 10, 2009

Business schools have been discussing General Motor's loss of market shar for decades already, and the added denouement of the company's bankruptcy filing will no doubt drive many academic papers for decades to come. The roots of GM's fall from grace are numerous, and it would be incorrect to attribute the fall to any single factor. [More...]

Toiling Away in 'White-Collar Sweatshops' - aka Call Centers

Tuesday - June 9, 2009

Sarah Betesh's career in customer service began in box office call centers at venues such as the Walnut Street Theater in Philadelphia. She moved on to Tickets.com and Vertical Alliance, at one point becoming a call center manager. However, in spite of her success, Betesh left her call center career behind in 2003. [More...]

Outsource or Keep It Home? Have It Your Way: Q&A With Alpine Access CEO Chris Carrington

Monday - June 8, 2009

Not that long ago, the outsourcing of customer service to home-based agents was a small niche category, viewed as not quite on par with a bricks-and-mortar call center operation. For a number of reasons, that perception is changing -- starting with the lower costs involved and ending with the growing number of quality providers that have highly qualified staffs on hand. [More...]

Easing Airline Customers Into High-Tech Travel Habits

Friday - June 5, 2009

Welcome to the 21st century, passengers. Self-serve ticket kiosks and other electronic screens and gadgets aren't exactly new at airports around the world, but some travelers are hesitant -- maybe a little scared -- about using them. They prefer the old-fashioned comfort of face-to-face contact with an agent, even if waiting in line slows them down. [More...]

Airline Customer Service Improves as Passenger Ranks Thin

Friday - May 22, 2009

Airlines are doing a better job of taking care of the passengers they still have, according to a new study. Passenger satisfaction with airline service rose 3.2 percent earlier this year, the first increase in six years, according to a University of Michigan study released Tuesday. [More...]

Building a 21st Century Platform: Q&A With Consona CEO Jeff Tognoni

Monday - May 18, 2009

Consona offers a line of ERP and CRM software that is made up of parts that are more recognizable than the whole. Remember Onyx? It belongs to Consona. Same with Knova and, more recently, SupportSoft. Over the last few years, Consona has been steadily acquiring companies, building out a very respectable portfolio of products. It's about to take the next logical step. [More...]

What Customers Can Do When Car Dealerships Shut Down

Friday - May 15, 2009

So your local Chrysler dealer is slated to close, and a nearby General Motors dealer could get the ax too. What happens if you need service on your car? It's a natural question in the changing automotive landscape, as those two U.S. automakers attempt to restructure in and out of bankruptcy court. [More...]

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