Despite progress made against key warranty chain improvement initiatives, service and warranty management executives still wrestle with post-sale customer satisfaction issues and escalating warranty costs. 14 Jul 2008
The relatively new industry of Business Process Outsourcing and Offshoring (BPO&O) is expected to grow globally by 50% per annum over the next four years, generating a number of employment opportunities, Trade and Industry Minister Mandisi Mpahlwa said on Thursday, 10 July 2008. 11 Jul 2008
Ease of use and software simplicity have been mainstay messages in CRM for many years. I have watched as this messaging has alternated with financial benefits for a long time, and I am not sure if it's random alternation or if there might be economic undertones, but it seems like we're trading themes at the moment. 11 Jul 2008
Recruitment Process Outsourcing (RPO) is growing rapidly and has the potential to be a multi-billion dollar market, taking advantage of the trend towards single process deals in human resources outsourcing. 11 Jul 2008
The worldwide market for CRM software grew in 2007, according to a Gartner report. Emerging markets were a major factor in the increase, as were the popularity of Software as a Service offerings. The United States accounted for 53% of all CRM sales during the year. 9 Jul 2008
What a great metaphor to discuss email. Stephen Covey has long reigned as one of the core pioneers of self-development and time management principles. As such, I'm a firm believer that the email space can benefit from the core principles of the "Seven Habits" series. 8 Jul 2008
Ster-Kinekor Theatres have introduced another way of dispensing movie tickets to ensure customer convenience for all members of the public. 7 Jul 2008
We are in a moment when, for a variety of reasons, we need to think about using some of the new applications that help us as vendors present a kinder and gentler face to the customer. In many ways, a recession is a classic time for excellence in business process execution. 7 Jul 2008
The use of global delivery models is now common practice within the business process outsourcing (BPO) market and Latin America is becoming an increasingly popular destination for IT services and BPO vendors who are looking to provide low-cost services to clients. 3 Jul 2008
Recently an Email Experience Council member asked me whether retailers should drive sales online or offline with their email marketing. 30 Jun 2008
If shoppers got the same kind of experience in real-world stores that they've come to expect online, sales floors would soon become a sea of empty shopping carts - and, despite fuel prices, customers would be pulling out of parking lots in droves to head for the competition. 24 Jun 2008
"The next evolution [in online advertising] will be behavioral targeting, compared with contextual targeting. Right now, throwing up an ad from a financial service company, for instance, next to an article about banking is primitive, really. What these companies who advertise really want to know is who these people are who are reading the articles and how can they target them," said Jeff Bates, cofounder of Slashdot. 23 Jun 2008
Local online retailers hope for a windfall after Amazon take action following thefts. 19 Jun 2008
Contact centre pricing and attrition levels are worrying outsourcing providers globally. 19 Jun 2008
Global Mobile Yellow Pages launched in Cape Town. 11 Jun 2008
Game recently contracted Primedia@Home's Intersect Direct team to aid the launch of two new stores in Richards Bay and Potchefstroom and create an awareness of the retail chain's opening specials. 10 Jun 2008
There is a level of excitement in the call centre space I haven't witnessed since VoIP (Voice over Internet Protocol) began transforming the call centre into the contact centre. Over the years, we have seen technology after technology change the way contact centres work, and we are at the point today where IP communications affords us the opportunity to distribute call centres and agents at will. 9 Jun 2008
Dynamic growth is being predicted for both the number of contact centres and customer service agent* positions in Asia Pacific. 6 Jun 2008
The retailer's financial services division is making friends with the group's customers to help them through the current flood of rising prices and interest rates that promise to trap the unwary. 5 Jun 2008
It's all about image in the fashion world. An apparel or accessory designer's brick-and-mortar stores must appear ever so alluring to the passerby, and its magazine ads should leave readers pining for the latest fashions. Then there's its online store, which visitors expect to be faultless and continually impress them with eye-catching design, an endless inventory and top-notch security. 27 May 2008
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