Articles - Customer Service en-us http://www.articleorange.com N/A http://www.articleorange.com admin@articleorange.com 20 http://www.articleorange.com/articles/3159/1/Tactical-Uses-of-Telemarketing/Page1.html The goal of this white paper is to provide a framework for telemarketing outsourcing decisions. By detailing some of the broader, tactical benefits of retaining outside telemarketing services, this paper will both provide a template for fully-realized cost/benefit analysis, and suggest criteria for selection of a telemarketing company. domains@openaccessmarketing.com (Paul Rivera) Wed, 29 Oct 2008 23:00:00 -0600 http://www.articleorange.com/articles/2907/1/The-Secret-To-Building-Customer-Loyalty-Customer-Testimonial/Page1.html This past spring I was reading an article about customer retention and how to figure out the LTV (life-time-value) of loyal customers. Being in the ultra-competitive financial planning industry, I was hoping to find ways to satisfy my customers beyond just making smart decisions with their assets. The article made a strong point that it is important to make your customers feel that you are thinking about them even when you aren't necessarily working on their portfolio. I started thinking to myself, "What can I do to make my clients feel valued?" I came to the conclusion that letting my clients know how much I value their business would not be as hard as I thought if I just made a point to get them small gifts and cards on their birthdays and on holidays. The question I then asked myself was how much time will I spend personalizing and mailing out these gifts to my client base that is now approaching 200? Isn't there a more efficient and cost effective way to get this done and still achieve the same results? So I did some searching online and found the answer is yes. I came across a business called The Birthday Company based in Coralville, Iowa that specializes in corporate gift delivery services. I went to their website www(dot)birthdayco(dot)com and after signing up for an account (which is free) I was able to solve my problem. Once I created my account on the website, they sent me a free sample and in four days I received a beautifully personalized card as well as a tasty gift. At this point I was sold so I simply emailed a spreadsheet containing the names, addresses, and birthdays of my clients, which they entered into my password protected account for me (also free). Then I selected an account budget between $2.95 and $29.95 per client mailing. I am now able to sign into my account to view and make changes to my client list, like addresses, gift/price categories, add/delete clients. I can even personalize greetings for my entire list or for specific clients. The Birthday Company now sends all of my customers a personalized card and gift on their birthdays. The gifts are randomly selected from gourmet chocolates, specialty candies, fancy brittles, toffees and Starbucks Cards and are automatically rotated so the customer will never receive the same gift twice. They also rotate dozens of greeting card designs so that even my clients in the same household (husband & wife) will get different birthday cards. The best part is the envelopes are personalized with my return address so it appears I took the time to send them myself! I think I am starting to figure out this customer retention idea. Over the past six months, I've noticed the referrals from current clients has nearly doubled, allowing me to finally scale back on the time consuming and expensive investor seminars, print advertising and radio spots I had been doing for several years. Please don't get me wrong, I think these strategies are extremely important for someone trying to break into this crazy business, but after five years and a solid client base, I'm finding it's much easier to convince someone they need my services when they're a referral than it is to convince a stranger. My next step is to try out the holiday, anniversary, and thank you mailings The Birthday Company offers to their customers. If it works as well as the birthday mailings have, maybe I'll be able to rely on just referrals to build my business from here on. Wish me luck. Thank you Birthday Company! submit2please1@gmail.com (Rahul Rungta) Tue, 23 Sep 2008 23:00:00 -0600 http://www.articleorange.com/articles/2906/1/The-Oracle-And-The-Intoxilyzer-DWIDUI-Source-Code-Defense/Page1.html In the Kingdom of Nod, a villager's fate hangs in the balance as wise men huddle around the oracle. The oracle will decide his fate. The penalties exacted may be severe: freedom or servitude; the forfeiture of his worldly possessions; the payment of punitive tariffs; or a prohibition against travel. But the Oracle is all seeing and all knowing, able neatly discern guilt or innocence from only a puff of the villager's breath. Its' extraordinary powers belie its unremarkable visage. Dark, square and mysterious, its inner workings were unknown to all except the wizard that presented it to the Kingdom. Wizard Seeim Eye promised that the oracle used powerful magic unrivaled in all of the world. It was, based on those pronouncements, that the King decreed the oracle faultless and its pronunciations absolute. Given a cue, the villager puffs upon the oracle. Lights dance across its façade and its magic is clear to see. Within moments, its mysterious evaluation has concluded and its decision presented on a scroll to the wise men at its periphery. "Guilty." No further questions need be asked as the villager is escorted from the room to await his sentencing. The legal system in the Kingdom of Nod sounds pretty frightful, doesn't it? While it may seem like a fanciful story, the paragraph above describes precisely how our own legal system works in it treatment of DWI/DUI cases. The cases often hinge on our own modern day "oracle", the Intoxilyzer 5000. The Intoxilyzer 5000 is manufactured by its own wizard, a company called CMI, Inc. Its makers promise that the machine is, in fact, accurate. It is based on that assessment that States enacted legislation or had defining case law determine that the results of the intoxilyzer 5000 must be presumed accurate. In Wisconsin the Intoxilyzer 5000 is an approved method of testing pursuant to § 343.305(6)(b), Stats., and Wis. Adm. Code § Trans 311.04, and it is generally afforded a presumption of accuracy and reliability, see State v. Disch,, 119 Wis.2d 461, 475, 351 N.W.2d 492, 499 (1984); State v. Busch , 217 Wis.2d 429, 442-43, 576 N.W.2d 904, 909 (1998); In Minnesota, the intoxilyzer 5000 is presumed reliable if the proper procedure was used in running the test. State v. Dille, 258 N.W.2d 565, 567 (Minn. 1977) (citations omitted); see Tate v. Comm'r of Pub. Safety, 356 N.W.2d 766, 767-68 (Minn. App. 1984). This essentially shifts the burden of proof in a DWI/DUI case from the state to the driver to prove that the Intoxilyzer 5000 is in error. It is for that reason that many states having ongoing DWI/DUI litigation related to the source code of the Intoxilyzer 5000. Before the source code, can be discussed, a brief and simplistic explanation of our "oracle" - the Intoxilyzer 5000 - is necessary. The Intoxilyzer 5000 is a machine with a complex set of functions. It is a computerized system that has a tube attached on one end for receiving breath samples, and a printer attached to the other end to record results. A driver breathes into the tube, the sample swirls around inside a chamber in the box, and the printer then displays the test results. Presumably what occurs is that the machine accepts a sample of air from a user and chambers that air. It then beams infrared light through the holding chambers where sensors on the other side of the chamber determine how much absorption of certain waves of infrared light has occurred. Based on that data, an analysis is made to determine the amount of alcohol contained in the sample to absorb that amount of light. Further mathematical calculations are done to determine the amount of alcohol in the underlying tissues in the lungs with respect to the determination of the amount of alcohol in the alveolar air. The "source code, a computer program, is a coded set of instructions that control every mechanical function of the intoxilyzer 5000. That is true whether it is an instruction to turn the machine on, make the fan operate, or to make analytical analysis such as the rate at which alcohol absorbs infrared light and the mathematical formula comparing alcohol content in alveolar ("deep lung") air to the blood alcohol content in the tissues below. As a result, in order to understand the inner workings of the Intoxilyzer 5000, it is necessary to have a copy of the source code and to have it independently tested for accuracy. As a direct result, in many states, Minnesota included, defense attorneys have filed Motions seeking to compel disclosure of the source code for the Intoxilyzer 5000. The state does not have access to the source code and, when it is requested from the manufacturer, CMI, they are told it is a trade secret and that it will not be provided. In other words, nobody actually knows what goes on inside this machine except those who have viewed (or written) the source code. Yet, under law, everyone in the legal system must assume that the result is accurate and, to a great degree, indisputable. In other words, the response by CMI is the equivalent of saying - "trust us, it works." Unfortunately, when "trust" results in the guilt or innocence of citizens, it is not so easily given. That is particularly true when every computer owner knows, machines are subject to failures. The failure could be because of an incorrect code, a corrupted code or even subject to human error or human mischief. In short, machines are not perfect and the humans that program them are not perfect. What is particularly vexing is that the Intoxilyzer 5000 uses a microchip that is likely much less sophisticated than the one being used by your home computer. The testing process for a breath sample by the Intoxilyzer is run by a Z80 Microprocessor that utilizes an EPROM for program memory and handles all operator commands and interface devices. Simply put, this is not cutting edge technology. The Z90 microprocessor predates the original IMB PC. In fact, it was used back in the day for the Atari video game Pong. Your remember "Pong," a game with all the complexity of two paddles and an electronic ball to bounce between the two. (See, www(dot)pchistory(dot)org) The argument that a driver must have access to the source code in order to effectively challenge the results of a breath test appear to be gaining steam. In Minnesota, the state itself has sued that manufacturer of the Intoxilyzer 5000, CMI, Inc., arguing that based on its contract with CMI the state is the actual owner of the source code copyright. In suing CMI, the state of Minnesota avers that it owns the intangible copyright to this source code and demands, inter alia, specific performance of its contract and its right to possess (and copy) a tangible version of the intangible, intellectual property that the state contracted and paid for. The issue regarding the disclosure of the Source code as part of a DWI/DUI case in Minnesota is proceeding to the State Supreme Court in the case of State v. Underdahl and will be heard later this year in 2008. Ultimately, the result may provided those accused of DWI offenses in that state with some ammunition to challenge the results of the modern day "oracle" - the intoxilyzer 5000. Until the matter is decided, Motions seeking to compel disclosure of the source code or suppress the breath test result, remain an important and viable part of the DWI defense arsenal. Such motions should be considered in each case. Attorney Maury D. Beaulier is recognized as a leader in DWI and criminal defense in Minnesota and Wisconsin. A frequent lecturer on defense issues, Mr. Beauler can be reached from his website at http://www.dwicounsel.com where you may Ask-A-Lawyer your DWI questions online or seek a FREE case review. submit2please1@gmail.com (Rahul Rungta) Tue, 23 Sep 2008 23:00:00 -0600 http://www.articleorange.com/articles/2667/1/Looking-for-social-networking-site-similar-to-Facebook-Kootali-is-best-choice/Page1.html Social networking site helps you reconnect to old friends and find new friends with in specific network, and share your photos, videos and profile. Kootali is one such software that connects you with people around your society. It offers you all the facilities that you probably find in all the networking sites. People with same interest can form a group and share the information among them. Social gathering can be arranged within the group to socialize. Interact with other members through instant messenger and through other means such as voice chatting, video and file sharing and blogging etc. Special features of Kootali include Notes, News Feed and Mini Feed. Notes are tremendously popular around the people because it serves as a good platform to share anything with others such as hot messages, jokes or to append other important information etc. This option will surely attract the site users. News Feed is used to keep track of friend's activity, whereas mini feed is used by your friends to track your activity. Members can control what actions can be show up in their Mini-Feed and your friend News-Feed. The script can be customized easily based on your requirement. For example if you don't want to use default settings of layout, you can edit the template files to customize it whatever way you want. It lets you to upload multiple photos, post videos on your profile quickly. Apart from this, you can share your favorite photos and desired videos with your friends or with group members or with public. Social site forms the best place for selling and buying various items like books, houses, electronic items, tickets etc. Post your items for sale or rent, in the marketplace from any part of the world. It offers additional option to add photos, videos and audios for extra enhancement of the item. Many networking sites offer facility to share your photo. But Kootali facilitates you to tag photo for highlighting the particular person in the photo. With emphasized part, anyone viewing the photo can identify the specific person easily. Privacy setting ensures safe usage of the networking site. Reunion with your old friends, find new friends and share your profile with others and enjoy the life. Authors bio: Agriya Facebook Clone is fully customized social community software that helps users to run a social networking site like Facebook. The well featured Facebook application also provides free demo to its users. For reference visit http://products.agriya.com/kootali-social-network agriyafacebook@gmail.com (peter james) Thu, 28 Aug 2008 23:00:00 -0600 http://www.articleorange.com/articles/2028/1/Temporary-Jobs-Integrity-Staffing-is-the-Solution/Page1.html Is unemployment running out? Are your cash reserves getting low? Don't want to commit to a permanent position? Consider a temporary job to help pay the bills. Temporary agency positions are available in just about every career field and location. In many cases, you can apply online to the temp agency of your choice. tiong_isabel@yahoo.com (isabel tiong) Mon, 26 May 2008 23:00:00 -0600 http://www.articleorange.com/articles/1697/1/Role-of-customer-service-in-success-of-business/Page1.html This article defines the role of customer service and its significance in the success of a business enterprise. articles@dropshippers-directory.net (William King) Wed, 02 Apr 2008 23:00:00 -0600 http://www.articleorange.com/articles/1612/1/Think-you-cant-afford-a-Virtual-Assistant-Heres-something-to-think-about/Page1.html It's a fact that small business owners, whether they work from home or not, tend to lack the time needed to accomplish all their daily tasks and grow their business. althea@remotepersonalassistant.net (C.L. Charles) Mon, 24 Mar 2008 23:00:00 -0600 http://www.articleorange.com/articles/1610/1/Outsourcing-Your-Customer-Support/Page1.html A new business faces multiple challenges that are unique to their situation of being a brand new operating company. Most businesses are destined to fail within the first five years of existence and it stands to reason that, for businesses that highly depend on patronage, customer service will determine whether or not your business becomes another statistic. Any company, whether it's a one-person start-up or a Fortune 500 company, must utilize its customer service team to always represent their company in a positive light. For many companies, the problem is that even with an entire team of in-house customer service professionals, it still does not guarantee that your customers will receive the highest quality service available. Moreover, it may be difficult in some places to get qualified customer service professionals to meet the needs of your company. For these companies, outsourcing your customer support to a call center can provide a high quality solution at a fraction of the cost of hiring an entire team. Outsourcing your customer service to a call center brings a number of advantages for your business. It is a business strategy that provides immediate cost savings, but also the productivity of allowing you to focus on your core business. Your operating costs are lowered by not having to hire workers in-house, who require a salary, but office space, insurance, taxes, and the liability of hiring an employee. With your customer service outsourced, your company can focus on their onsite, revenue generating operations without using space for their call center support services. There are hundreds of call centers around the globe and not all of them are capable of handling your unique needs. The key to evaluating a call center is to work with a call center that has values, goals, and beliefs that are similar to your organization. This call center, while outsourced, will be the face and voice for many of your customer, and thus, are now a part of your company.* We invite you to evaluate Open Access Marketing as your customer call center solution. We are an American-owned and managed outsourcing provider with operations in the Philippines. Please feel free to visit our website at www.openaccessmarketing.com or call us directly at 800-626-9479. domains@openaccessmarketing.com (Paul Rivera) Mon, 24 Mar 2008 23:00:00 -0600 http://www.articleorange.com/articles/1596/1/The-Virtual-Assistant-from-A-to-Z/Page1.html A Virtual Assistant (or VA) is an independent contractor specializing in the provision of administrative and business support and solution services. althea@ciboneyvirtual.com (Carlana Charles) Fri, 21 Mar 2008 23:00:00 -0600 http://www.articleorange.com/articles/1528/1/Singapore-Call-Center-Revenue-Opportunities-in-Customer-Support/Page1.html Singaporean call centers providing customer care or customer support services are often treated as cost centers. It is simply treated as an expense tied to marketing a product or service. tiong_isabel@yahoo.com (isabel tiong) Mon, 03 Mar 2008 23:00:00 -0700