Many shoppers would be just fine if they could never set foot in a retail store again. After all, everything is available online: books, groceries, pizza, household necessities, even big ticket items like mattresses and cars. However, 15 percent of people worldwide have a disability that affects their daily life, and many retailers are unaware that their websites are no...
Pegasystems earlier this week launched Pega Field Service, an application designed expressly to streamline and automate critical components of field service operations. The software's key components are a customer service dashboard and a mobile application that enables organizations to centralize di...
I have sympathy for customer service representatives -- really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to ...
AT&T Mobility will pay $80 million for refunds to consumers who were unlawfully billed for unauthorized third-party charges in a practice known as "mobile cramming," the Federal Trade Commission announced on Wednesday. AT&T billed customers for hundreds of millions of dollars in subscription...
GoDaddy reportedly has admitted one of its employees handed out customer information to a scammer who carried out a scheme to obtain a prime Twitter account. Naoki Hiroshima this week detailed how the scammer was able to force him to hand over his prime Twitter account, @N. The scammer used social e...
The U.S. Securities and Exchange Commission is seeking a broad range of information technology products and services with a potential contract value of $80 million over 10 years. That's a nice chunk of business, and it's just one of many potential federal IT contracts now available. In addition to p...
Consumers face a number of hurdles if they want to switch banks -- which they increasingly do, as their banks continue to raise fees, raise minimum balances, and create entirely new charges. Some bank policies are, in fact, designed to make it challenging -- and expensive -- for customers to walk aw...
Do customers suffer from a split personality? I say this not because of encounters with clearly rattled fellow shoppers during the holiday season. I say it because of the numbers that consistently come out when customers are surveyed -- and the other numbers that seem to be in the forefront of most ...
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