This study examines the influence of the 4Cs educational relationship management (communication, cost, convenience, customer or student centre) on the decision to be an online degree student. The research was analysed using a quantitative... more
This study examines the influence of the 4Cs educational relationship management (communication, cost, convenience, customer or student centre) on the decision to be an online degree student. The research was analysed using a quantitative method from 211 online degree students through a convenience sampling (online questionnaire survey) from universities that provided online degrees. The statistical analysis employed the multiple regression analysis (MRA) to test the hypotheses. The results indicate that communication has the highest impact on the decision to be an online degree student, followed by cost, convenience and customer (student) centre, respectively. The programme directors and educational leaders should pay attention to educational relationship management (4Cs) because it influences people to decide to be online degree students.
Internet banking has emerged as one of the most profitable e-commerce application over the last decade. Therefore, internet banking adoption is still a big challenge in developing countries like Pakistan. Thus, understanding the main... more
Internet banking has emerged as one of the most profitable e-commerce application over the last decade. Therefore, internet banking adoption is still a big challenge in developing countries like Pakistan. Thus, understanding the main determinants of internet banking adoption is important for banks and users. The aim of this paper is to shed light on the role of e-customer service and customer’s perceived value to examine customer’s intention to adopt internet banking brand loyalty of banks. A self-administered survey was conducted to approach 500 internet banking users in major cities of Pakistan. The data was analyzed with structural equation model (SEM-AMOS) by using covariance approach. Findings revealed that e-customer service and perceived value have significant influence on user’s intention to adopt internet banking and brand loyalty of banks. To the best of author’s knowledge this research is first that reveals the influence of e-customer service and perceived value in internet banking adoption context and augments the e-commerce literature.
In the present technological era the banking industry in the world especially in India undergo the rapid changes. The information technology has play the major role in providing the various innovative customer services for online banking... more
In the present technological era the banking industry in the world especially in India undergo the rapid changes. The information technology has play the major role in providing the various innovative customer services for online banking customers like better tracking for transactions, multiple delivery channels for provide services for online customers. The private sectors banks put almost effort to satisfy their customer's expectation through their various efforts like their bank prompts responses, online banking securities, reliability & confidence and efficiency of website. The present study analyzed the factors determining the customer's satisfactions online banking with sample of selected private sector banks in Chennai city. The result of the proved that private sector banks websites has to offer various innovative financial services to their customers. The private sector bank has to conduct the regular survey on customer services to attract the new customers and retain the existing customers.
What is FCR? First Call Resolution is a call center metric (a scale on which call center’s efficiency is calculated). This metric measures a call center’s ability to resolve customer problem on their first call. That means no follow up is... more
What is FCR? First Call Resolution is a call center metric (a scale on which call center’s efficiency is calculated). This metric measures a call center’s ability to resolve customer problem on their first call. That means no follow up is required on the customer’s side.
Why FCR matters? It sounds important, doesn’t it? Well it is. First-call resolution rate relates to the customer satisfaction score. If FCR high, it means that the customers are more satisfied with the service as they didn’t have to call again and again for the same issue. It encourages Customer Retention rates but that’s not all. As a call center owner, you can dole out the eligibility of the agents on customer help-desk. It will help you identify the weak spots in your service strategy and resolve them. All in all high FCR helps call center growth and if you manage to master the balance between high FCR and low ATT (Average Talk Time) then you are all set on the path of progress. According to a research 60% companies found a performance growth of 30% after they measured FCR for a year (and that doesn’t include the improved customer support level).
Steps to Achieve High FCR rates? The DOs and DON’T’s:
1st Step: Enhanced In-House Vigilance. Proactively monitor the problem resolution of your agents. 2nd Step: Evaluate Current FCR rates. Monitor how much time agents spend on calls on average and if they were able to discern the customer issue and resolve it. 3rd Step: Set Benchmark Goals for your call center. Set your long term and short term goals. 4th Step: Devise a Game Plan to achieve these goals effectively and in the selected time window. 5th Stop: Invest In Your Agents’ Improved Performance. Conduct training sessions and educate your agents to reach their potential. 6th Stop: Supervise the Fluctuation in Performance Levels on All Channels. Which customer service agents are doing right and on which channel. Guide their talents into positive outputs. 7th Stop: Offer Bonuses, Incentive and Conduct Motivational Exercises. Increase employee morale. If your employees see you care about them, they will return the favor. 8th Stop: Keep Your Profit Expectations Realistic, Don’t Push Your Agents. Don’t aim for something that’s not possible to achieve within your resources. Ambition is good as long as it doesn’t force resources to collapse. 9th Stop: Make Use of Tools like Interaction Analytics, especially Speech Analytics and monitor Customer Feedback. Analytical tools have been known to yield remarkable results in performance growth and service strategy. And need we tell you the importance of the customer feedback? 10th Stop: React positively to the feedback. Not every customer is interested in telling you what they thought about your service, those who do are rare and should be valued. 11th Stop: Keep every communication pathway in your sights. Customers are spread across multichannel and you need to keep track of the entire picture. 12th Stop: Be relentless in the perusal of Highest FCR. Consistency is the key. It’s a long term beneficial metric. Small improvements bring about big change.
Internet banking is facilitates to customers made their financial transactions through website using Internet. Entry of foreign banks in India gives cut throat competition among private and public sector banks in offering new innovative... more
Internet banking is facilitates to customers made their financial transactions through website using Internet. Entry of foreign banks in India gives cut throat competition among private and public sector banks in offering new innovative services to their customers using technology. The foreign banks takes all most care to satisfy their customers in various aspects like prompts responses, banking securities, Reliability & Confidence, Efficiency of website and website design. The present study on customer’s satisfaction on internet banking services offered by foreign banks in Chennai city covers only five foreign banks in Chennai city namely Standard Chartered Bank Ltd, Citibank, HSBC Bank, Deutsche Bank and DSB Bank. It is very clear from the present study that sample that sample foreign banks in Chennai city offer various innovative and modern features through internet banking using the latest technology to satisfy their customers.
The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is... more
The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming ...
The increasing number of employees and clients, that are associated with each organization, has motivated them to extend their technological platform with the implementation of unified communications servers, with the goal of... more
The increasing number of employees and clients, that are associated with each organization, has motivated them to extend their technological platform with the implementation of unified communications servers, with the goal of significantly improve their communication processes. On the one hand, people usually look for easy and fast methods for their communications. On the other hand, social networks have experienced an exponential boom in the last few years. Hence, in this research work, we propose a solution that allows the integration of a unified communications system with a social network. For the unified communications system, we choose Elastix, since it has become very popular and many companies worldwide have already based they communications system on it, whereas Twitter has been our selection for the social network, since it is commonly used for the exchange of short and accurate information among people. Our proposal is focused on the customer services offered by organizations to people, using Twitter.
In the present technological era the banking industry in the world especially in India undergo the rapid changes. The information technology has play the major role in providing the various innovative customer services for online banking... more
In the present technological era the banking industry in the world especially in India undergo the rapid changes. The information technology has play the major role in providing the various innovative customer services for online banking customers like better tracking for transactions, multiple delivery channels for provide services for online customers. The private sectors banks put almost effort to satisfy their customer's expectation through their various efforts like their bank prompts responses, online banking securities, reliability & confidence and efficiency of website. The present study analyzed the factors determining the customer's satisfactions online banking with sample of selected private sector banks in Chennai city. The result of the proved that private sector banks websites has to offer various innovative financial services to their customers. The private sector bank has to conduct the regular survey on customer services to attract the new customers and retain the existing customers.
