customer service representative

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Adobe Solutions for eLearning: Transforming Customer Service in the Telecommunications Industry

For any company in any industry, the mandate is clear: Provide exceptional customer service. For technical support, account updates, or new product information, the Customer Service Representative CSR is the primary point of contact. The effectiveness of the CSR, therefore, is critical to the overall customer experience and ultimately to...

Tags: Adobe Systems Inc., Customer Service, Customer Service Representative, E-learning, Product Marketing, Customer Relationship Management (CRM), Sales Strategy, Telephony, Telecom & Utilities, Telecommunications, Marketing, Enterprise Software, Software, Sales, Networking

White papers 2006-09-01

Building a Virtual Customer Service Representative

This Technology Guide examines the Virtual Customer Service Representative vCSR, a new kind of customer-centric software platform that automates a selected set of customer service and sales functions for both the customer and the customer service representative. The vCSR platform integrates new technologies such as speech recognition, natural language understanding,...

Tags: Customer Service, Customer Service Representative, TechGuide, Virtual Customer Service Representative Platform, Guide, Sales Strategy, E-mail, Product Marketing, Customer Relationship Management (CRM), Real Estate, Interactive Voice Response (IVR), Sales, Online Communications, Marketing, Enterprise Software, Software, Business Operations

White papers 2001-04-15

Additional Resources

AT&T cuts churn rate; Activates 3.2 million iPhones; Touts network upgrades

It will be interesting to see if Droid ....... effects that churn rate.If AT&T wanted me in their network......AT&T must lower the deposit to $100 instead of $500.Sorry, AT&T! You lost and Sprint is the winner! :)What deposite?We paid no deposite.Not at the start.Many people just bought into the 2...

Tags: Smart phones, network upgrade, AT&T Corp., Apple iPhone, network, Verizon Communications Inc.

Discussion threads 2009-10-22

Verizon Droid ad attacks iPhone on features

I'm really interested in this phone. I hear it won't drop 30% of its callsThe ad is pure genius and truly highlights how terrible the iPhone is. The iPhone also has the dubious distinction of being the only modern cell phone to drop 30% of its calls, as admitted by...

Tags: Smart phones, advertisement, Verizon Communications Inc., Apple iPhone, Apple Inc.

Discussion threads 2009-10-19

Phishers introduce 'Chat-in-the-Middle' fraud tactic

Phishers don't just want to "bank with you", they also want to talk you into revealing the answers to your 'secret' questions, next to more sensitive information that would help them gain access to your online bank account. A new 'Chat-in-the-Middle' fraud tactic was recently discovered by...

Tags: Phishing, Cyberthreats, Spam, Viruses And Worms, Security, Spam And Phishing, Dancho Danchev

Blog posts 2009-09-16

ServePath GoGrid - an F5 customer profile

I recently had the opportunity to communicate with Telemachus Luu, Director of Product Engineering at GoGrid, the Cloud Computing Division of ServePath. Please introduce your company and your role GoGrid is the leading Cloud Computing, hosted, Internet service that delivers true ”Control in the Cloud”. GoGrid enables system...

Tags: Load Balancing, Environment, API, ServePath GoGrid, F5, Servers, Hardware, Dan Kusnetzky

Blog posts 2009-09-11

Deconstructing United Airlines: Where Customers are Transactions

United Airlines: Customers are Merely Transactions If you're a loyalty marketer and look at my United profile, you find something that would make you 4.5 on a scale of 5.0 when it comes to warm and fuzzy.   You'd see hundreds of thousands of United Airlines frequent flier FF miles;...

Tags: Customers Ltd., Mile, Customer, United Corp., United Airlines, Corporate Communications, Workforce Management, Training And Certification, Marketing, Human Resources, Paul Greenberg

Blog posts 2009-08-20

The iPhone Telephony Tragedy

I've got a first gen iPhone and live in San Francisco, the heart of Apple country. The voice communication part of it has been slowly getting worse and is now virtually unusable. A first gen iphone is of course ancient history to an Apple or Mobile...

Tags: Apple iPhone, Telephony, AT&T Corp., Apple Inc., Service, Smart Phones, Consumer Electronics, Personal Technology, Oliver Marks

Blog posts 2009-08-19

Apple puts image ahead of safety ... again!

Apple puts image ahead of safety ... again!The End: isn't that TWO questions?I've been told by the one who I give that blasted wedding band to that counting--and numbers in general--isn't one of my strong suits, but I do believe I can confidently get at least to five...er ok,...

Tags: Adrian, Apple Inc., Apple iPod

Discussion threads 2009-08-03

HP Mini 110-1020NR - Atom N270 1.6 GHz - 10.1" TFT

HP Mini 110-1020NR - Atom N270 1.6 GHz - 10.1" TFTFirst HP BIG DisappointmentWe picked up one of these to take along on vacation. The hard drive crashed on us 2 weeks after purchase and only one week into our 3.5 week vacation...Get home call HP India call center...

Tags: Monitors & displays, Customer relationship management (CRM), Hewlett-Packard Co., Atom N270 1.6, TFT

Discussion threads 2009-07-29

Sitting "Shiva" For My Dead Laptop

My laptop's screen died during 4th of July weekend. I sent it back to HP for warranty repair, but then they wanted either $89.00 to send it back without repair, or $440.00 to replace a $99.00 OEM part due to "Accidental Damage". I...

Tags: Hewlett-Packard Co., Shiva Corp., Laptop Computer, Computer, Notebooks, Hardware, Notebooks & Tablets, Jason Perlow

Blog posts 2009-07-14

The Harsh Reality of Suburban Broadband, Part Deux

Goddamit! Why have I been offline for so long? As I explained in a previous article last summer about my broadband situation, my employer, like many large technology services companies, has elected to classify my work situation as "Home-Based", in that...

Tags: Cablevision Systems Corp., Broadband, Mike, Cable Guy, Modems, Cable, Network Technology, Broadband Internet, Telecommunications, Hardware, Components, Personal Technology, Networking, Jason Perlow

Blog posts 2009-06-26

Upgrading early and other benefits of AT&T's Family Talk plan

In the world of carrier-subsidized mobile phones you need to be a high-rollin' AT&T customer or a new iPhone buyer to be eligible to upgrade from the iPhone 3G to 3GS for $199 (16GB) or $299 (32GB) that Apple and AT&T advertise. Although AT&T relaxed its eligibility...

Tags: Apple iPhone, SIM Card, Phone, Benefit, AT&T Corp., Apple iPhone 3G, 3G, Cellular Phones, Telecom & Utilities, Flash Memory, Consumer Electronics, Personal Technology, Jason D. O'Grady

Blog posts 2009-06-21

Excerpt #2: Customer Experience - Chap 21 from CRM @ The Speed of Light, 4th ed.

I have to be straight with you. I'm entering the head down, grind it, drive to the goal line when it comes to CRM at the Speed of Light's 4th edition.  Which means that in other areas that I'm writing, I'm treading water. So there is a dual purpose to...

Tags: Expectation, Interaction, Customer, Customer Experience, CRM, Strategy, Management, Paul Greenberg

Blog posts 2009-06-04

The CEO's top five fears of social media

* Jennifer Leggio is on vacation Guest editorial by Yvonne Tocquigny I recently spent eight months speaking to more than 200 executives about digital marketing and social media. During that time, I realized that five fears cause social media paralysis for CEOs. ...

Tags: Marketing, Social Media, Yvonne Tocquigny, Yvonne, Jennifer Leggio

Blog posts 2009-05-28

Transforming customer relationships with social media

* Jennifer Leggio is on vacation Guest editorial by John Yaggie Social media technologies have the potential to disrupt the traditional ways companies build and manage relationships with their customers. Customer relationships built on trust and loyalty are central to a company's reputation and...

Tags: Customer, Jennifer Leggio, John Yaggie, Relationship, Social Media, Social Media Technology

Blog posts 2009-05-27

Nine worst social media fails of 2009... thus far

Social media has taken the marketing world by storm. Major agencies and internal divisions are hosting think tank sessions to try and come up with witty ideas to market their products and drive customer loyalty. Some of the ideas they come up with  are great. But others, let's face it,...

Tags: Pizza Hut, Brand, Stunt, Social Media, Twitter, Motrin, Nannerpuss, Jack, Skittles Home Page, Ashton Kutcher, Branding, Marketing, Jennifer Leggio

Blog posts 2009-05-22

Surviving and thriving: or why MISO has it (mostly) wrong

Microsoft, IBM, SAP and Oracle collectively make up what Irregulars call MISO. Harsher critics might think they are the Four Horsemen of the Apocalypse. Whichever your chosen position I am coming to the view that the way they are going to market is wrong for the conditions in which we...

Tags: CIO, Oracle Corp., Social Computing, SAP AG, IBM Corp., MISO, Vendor Response, David Dobrin, Vertica, Social Networking, Strategy, Online Communications, Marketing, Advertising & Promotion, Management, Dennis Howlett

Blog posts 2009-05-21

Outrageous Comcast customer agreement - Frank Eliason's reply

As I mentioned in the post Outrageous Comcast updates to customer agreement - all your systems belong to us, Comcast has revised its residential customer services agreement and imposed those revisions on subscribers. Here is a pointer to the revised customer services agreement for those of the legal persuasion. ...

Tags: Comcast Corp., Tru2way, Agreement, Frank Eliason, Frank Eliason Analysis Frank, Cable, Network Technology, Telecommunications, Personal Technology, Networking, Dan Kusnetzky

Blog posts 2009-04-04

When Health Care Law, Health Insurance Companies & Customers Don't Mix

My wife and I get our health insurance from Anthem Blue Cross & Blue Shield, here in Virginia. Because my wife is a cancer survivor our insurance rates are exorbitant. Last year, we had a $500.00 deductible each and were paying more than $1600 a month for coverage that at...

Tags: Health Insurance, Insurance Company, Customer, Health Care, Insurance, Vertical Industries, Benefits, Healthcare, Financial Planning, Business Operations, Corporate Insurance, Enterprise Software, Software, Human Resources, Finance, Paul Greenberg

Blog posts 2009-04-03