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• The IVR Revolution Will NOT Be Televised: We Predicted it First
• 81 days ago
• A recent BusinessWeek story highlights the dwindling popularity of the pro-consumer crusade established by GetHuman.com.
  
  Page views on the site have dwindled from about 40,000 a day in the spring of 2006 to some 4,000. The discussion board, while still active, has quieted down since 2006, when thousands of comments were streaming in. And 18 months after the "standard" was announced?co ...

• Holiday Customer Service: Retailers, Are You Ready?
• 152 days ago
• The holidays are upon us, so by now you know the answer to this question. Good luck.
  
  In a recently published report, we highlight the primary areas retailers addressed this year to manage a seasonal flux of inbound inquiry. Most are adding staff, either temporary or permanent. Others are bolstering existing email response management resources.
  
  There are myriad best pra ...

• Holiday customer service email response performance. Shame on you.
• 158 days ago
• I am back in the midst of our Annual Customer Service & Support Webtrack, a well-vetted methodology for evaluating customer service & support availability and performance during this peak holiday season. This year we will be focusing exclusively on email response performance. Preliminary data show a continuation of well-established trends. Namely, an almost complete disregard for email response ...

• Just When You Hadn't Heard Much News About Outsourcing...
• 284 days ago
• With their recent acquisitions of call centers in Reno, Ohio, Mumbai-based Tata Group now brings us "insourcing". Their 250 person call center answers calls for Expedia. The advantages of "insourcing":
  
  Some companies feel hearing a fellow American makes callers feel more comfortable. Other foreign firms think Americans bring a more entrepreneurial attitude to their work. In Expedia ...

• Introducing Vovici (voh-VEE-see)
• More than a year ago
• This morning, Vovici announced it's company and product re-branding (this is the merger of Perseus and WebSurveyor) as well as a new product. The new product is called EFM Reporting and is meant to provide greater insight to survey and campaign results beyond pie and bar charts. The remaining products in the Vovici suite are re-branded products from Perseus and WebSurveyor. One of the key chall ...