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John P. Mello Jr.
US Post Office to Test-Drive Autonomous Trucks
05/22/19 11:21 AM PT | TechNewsWorld | 1030 Words

The U.S. Postal Service on Tuesday announced a pilot project using self-driving trucks. It will conduct the two-week experiment in collaboration...

James Cook University
7 Critical Skills for Running an E-Commerce Business
06/05/19 3:47 PM PT | E-Commerce Times | 976 Words

The very first online purchase occurred on 11 August 1994: a copy of Sting's Ten Summoner's Tales CD. Since then 'e-commerce'...

Jeff Kagan
When Retail Customers Take It on the Chin, Investors Win
06/06/19 10:42 AM PT | E-Commerce Times | 779 Words

I am a reluctant Costco shopper. My wife is one of the many customers who really love the chain. Me... not...

Peter Suciu
Reliving D-Day Through Augmented Reality
06/06/19 8:23 AM PT | TechNewsWorld | 1600 Words

The National Museum of the US Air Force in Dayton, Ohio, is honoring the exploits and sacrifices of the Greatest Generation...

Richard Adhikari
New Antitrust Probe Tightens Screws on Big Tech
06/05/19 10:24 AM PT | E-Commerce Times | 926 Words

The United States House of Representatives Antitrust Subcommittee on Monday opened an investigation into competition in digital markets, increasing the pressure...

Joerg Habermeier
Using the Contact Center to Help Build Brand Loyalty
03/29/19 9:47 AM PT | CRM Buyer | 2537 Words

If there were no self-service option available for the particular issue, the call then would be routed to an agent who could answer with something like this: "Hi John, I see you recently purchased a widget. Is that what you're calling about?

Chris Bucholtz
Is Your Contact Center Ruining Your CX?
03/27/19 12:14 PM PT | CRM Buyer | 1053 Words

The trend toward customer self-service has been heartening to those focused on driving down costs -- but that's a mistaken focus. Self-service on the website, bots, and other tools for call diversion are helpful in answering simple calls. As a result, the...

Denis Pombriant
Social Media's Next Act
04/09/19 12:07 PM PT | CRM Buyer | 1312 Words

A little over 10 years ago, we were toasting social media as the great innovation that would enable CRM to traverse...

Monica Eaton-Cardone
How Customer Expectations Contribute to Fraud and Losses
04/25/19 9:44 AM PT | E-Commerce Times | 1667 Words

Contemporary online retail enables faster, smoother and more profitable interactions between consumers and merchants. Individuals can shop and make purchases at...

Jack M. Germain
Hackers Use Microsoft Help Desk to Pull Off Massive Email Breach
04/16/19 10:31 AM PT | E-Commerce Times | 1044 Words

Hackers piggybacked onto a Microsoft customer support portal between Jan. 1 and March 28 to gain access to the emails of...

Sara Hicks
Retail Tech for Millennials
04/02/19 5:00 AM PT | E-Commerce Times | 1122 Words

It's time to get strategic about winning over Gen Y. Members of the millennial generation (or Generation Y) were born roughly...

Amjad Hussain
AI-Powered Inventory Management: A Make-or-Break Tool for Retailers
03/22/19 9:22 AM PT | E-Commerce Times | 1486 Words

Retail is facing battles on all fronts. Up against Amazon's streamlined operations on one side, and a higher demand for flawless...

Kevin Sjodin
Bridging the Gap Between Self-Service and Live Service
05/13/10 5:00 AM PT | CRM Buyer | 1280 Words

... majority of today's contact centers employ well-designed, sophisticated self-service strategies, but even with a highly successful self-service application boasting a high call-completion rate, people will always need to talk to people. That is why there will always be a need for live...

Andrew Boyd
Customer Self-Service: How May You Help Me?
06/21/07 4:00 AM PT | CRM Buyer | 895 Words

... an effort to gain a competitive edge in the market, companies are implementing customer self-service solutions to address two distinctly separate business challenges -- improving the customer experience and cost reduction. While the cost-related benefits of self-service are widely understood, and arguably...

Lesley Hensell
Is Self-Service Really Reaping ROI?
08/28/03 3:55 AM PT | CRM Buyer | 1172 Words

More businesses are jumping on the self-service bandwagon, with many local grocery stores and hardware stores allowing self-checkout.

According to a July study conducted by research firm IDC for NCR Corp., nearly 70 percent of customers in five different countries said they...

Swamy Viswanathan
10 Steps to Customer Self-Service Nirvana
01/04/11 5:00 AM PT | CRM Buyer | 1234 Words

In decades past, self-service meant providing a detailed manual. The downside, of course, was that a printed manual could not be updated dynamically and was costly to distribute. In the late 1990s, with the advent of the Web and content management, self-service meant...

Alan Hubbard
How Speech Self-Service Dramatically Improves Call Centers
01/14/08 4:00 AM PT | CRM Buyer | 610 Words

BIC firms attempt to differentiate themselves from their competition by offering speech self-service .

Empowering Customers
A well designed speech self-service application does a number of things. First, it empowers the customer to resolve issues on their own. Customers can...

Elizabeth Millard
The Rise of Online Self-Service
06/09/04 8:28 AM PT | CRM Buyer | 923 Words

With that demand in mind, many companies are turning to firms that deliver online self-service tools. Selling either in-house software or hosted services , sometimes even both, purveyors of self-service technology are finding their products are in high demand.

Can these companies...

Erika Morphy
Self-Service Kiosks: Bane or Boon?
07/28/08 4:00 AM PT | CRM Buyer | 879 Words

Consulting , has: the self-service kiosks that just about every airline now uses to handle automated tasks. They are easy to use and they keep the lines down to a minimum, she commented. And they are smart -- a trait Bower experienced firsthand...

Christopher J. Bucholtz
When Self-Service Goes Horribly Wrong
01/20/11 5:00 AM PT | CRM Buyer | 876 Words

That's still the way I see a lot of customer self-service efforts. All too often, they aren't conceived with the customer in mind -- they're done not as a cheesy gimmick, as in the McDLT, but as a way of cutting the...

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