Customer Service
Telcos and phones: Is it their problem, or ours?
If telcos are going to sell their customers contracts which are tied to phones sold at a discount, then they should have a responsibility too if the phones are faulty while still under warranty, writes Karamjit Singh.
Are we really partners?
IT vendors and customers alike keep singing the ‘partnership’ tune, but you’re not partners unless you have skin in the game, writes Bernard Sia.
Consumers want smarter customer service: Avaya survey
Over six in 10 consumers are willing to pay more to companies that deliver excellent service, and of those, more than 40% are willing to pay at least 20% more, according to Avaya’s Asia Pacific Customer Experience Index. When customers are satisfied with the service they receive, they are more likely to remain loyal and generate additional revenues.
Interactive Intelligence sets high bar for 2013
Speech analytics to take the stage in contact center solutions, says call center software and technology solutions provider Interactive Intelligence, which plans to increase its year-on-year orders by 20%.
Discovering beauty with a Wonderbox
Subscription-based 'beauty discovery' service Wonderbox enjoying growing interest from target audience of busy female professionals and seeks to facilitate experience-based marketing for beauty brands.
DiGi opens 14,000 new ‘touch points, Maxis has center in KLIA
DiGi and Maxis upped the ante after the holiday break for the Muslim festival of Hari Raya, with DiGi expanding and upgrading its electronic flexible payment platform while the latter launched a new center in the Kuala Lumpur International Airport.
Ignoring social media as harmful as ignoring phone calls, emails
As familiarity with social media grows, customer expectations about how organizations will use these channels are evolving, according to research firm Gartner. By 2014, organizations that refuse to communicate with customers by social media will face the same level of wrath from customers as those that ignore today’s basic expectation that they will respond to emails and phone calls.
