Self-service frustrates customers
Deakin University researcher Dr Nichola Robertson and her supervisor, Professor Robin Shaw, looked at how customers responded when self-service technology went wrong, states Science Alert.
The research uncovered consumers who are angry and frustrated with all types of self-service technology, from interactive voice response, to Internet banking and ticketing machines.
The research showed while self-service technologies are promoted as increasing consumers` sense of power, control, and independence, the respondents reported an overwhelming feeling of powerlessness.
BB&T selects Diebold ATMs
Diebold recently finalised a deal with BB&T for the purchase of 300 Opteva ATMs for installation at bank branches and off-premises sites throughout 11 states and Washington DC, says CNN Money.
The order includes a mix of Opteva models used by BB&T to upgrade its network of approximately 2 100 ATMs between now and 2010.
An initial group of 20 Opteva terminals will be installed by the end of 2007.
Virgin Mobile deploys Telespree
Virgin Mobile USA has deployed Telespree`s Over-The-Air solution to automate its mobile handset programming process, reports CNN Money.
Virgin Mobile USA implemented Telespree`s solution to further improve its customer experience.
"At Virgin Mobile USA, we are continually working to enhance our award-winning customer service processes," said James Gamm, VP of IT for Virgin Mobile USA.
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