Customer Service: The Hunt for a Human
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In the Internet age, making telephone contact with a human for customer service is a daunting task. Some companies no longer disclose phone numbers. But some consumers have found ways around the blockade.
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Could other potential suitors be entering the picture?
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Enterprises are focusing the customer experience like never before. In fact, over 80 percent of those recently surveyed by Forrester Research say that customer satisfaction will be more important for them this year than last. Almost none indicated that it would be less important in the coming months.
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When I suggested in a recent column that a problematic 5 percent of employees account for 75 percent of the IT support burden, I expected a wave of âright on!â letters from IT support staffers. After the column was published, the letters did come â most of them disagreeing with my premise, with one reader suggesting that the real whiner was yours truly. I still think itâs outside the realm of overextended IT departments to provide training on basic computing skills (which I defined as âmanaging and finding files, and basic working knowledge of suites such as MS Officeâ). But my thinking was adjusted a bit by the thoughtful feedback.
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Salary surveys; asking for a raise; listening to potential customers and more.
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Analysis Over the past few years, CRM implementations have come in for much criticism, especially in the elusive area of ROI. This has caused many companies to re-evaluate their technology implementations
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Many people are finding themselves cornered by a loquacious stranger, especially one whom theyâre paying.
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Web sites promising to find the best travel deals have online travel agents wondering if they have a new friend or enemy. For consumers, however, choices are rising
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A corporation is not the person the legal fiction makes it so much as a collection of different interests. I was reminded of this fact a couple of weeks ago when I went shopping for a laptop. Remembering that Hewlett-Packard almost singlehandedly solved the basic problem of laser printer support for GNU/Linux, I ended up buying one of the company's laptops. Consumer reports, price, and HP's listing as one of the greener hardware manufacturers according to Greenpeace also affected my decision, but my impression of HP as a free software friendly company was a large criteria.
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Human-powered search site morphs into search for mobile users.
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My Sept. 18 âHigher Hiringâ column ignited a firestorm in my inbox. A fair number of readers agreed that todayâs IT management is looking primarily for techies with communications expertise, management chops, and business smarts â skills many old-school heads-down programmers lack.
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With no fear of the confusion that can arise from text-message shorthand, a new search service is employing a novel tool to answer queries sent by cell phones: human beings.
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Frustrated by sub-par, outsourced customer service and technical support? Would you be willing to pay a premium for onshore service?
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The key to identifying a good workplace is asking the people who work there.
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Rojo  is trying to hire a few Engineers .  Rojo is an amazing company to work for.  We're working with some really impressive technologies and doing some really cool work.  If you're interested in RSS/Atom, Social Networking, Open Source, Java, Linux, etc then I'd highly recommend that you come and work with us.  If you suggest someone to Rojo, and we hire them, we'll give you a free iPod. At the very minimum its a nice gesture for your help.  Also if you want a free invite to Rojo please let me know.  We'd love to have more feedback.
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The company deserves the attention of those looking for a value play.
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A VoIP supplier goes in search of something better than FTP.