The 2008 CRM Service Awards: Elite -- Introduction

These four implementations -- successfully undertaken by wildly different companies utilizing products from a variety of vendors -- represent the very best of this year's efforts.

By the Editors of CRM magazine

For the rest of the April 2008 issue of CRM magazine please click here

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Meet Rising Expectations for Great Customer Service

As consumers increasingly expect only the best in customer service, it's no surprise companies are continually searching for ways to improve their customer-care processes to maintain a competitive advantage.

CRM magazine recognizes dozens of companies throughout the year that have achieved impressive results from their investments in -- and commitments to -- contact center services and technology. But the four service-and-support deployments profiled on the following pages -- in the areas of interactive voice response, workforce management, and Web self-service -- deliver in style.

-- By Marshall Lager, Christopher Musico, Jessica Sebor, and Jessica Tsai

BOK Mortgage: Lending a Hand
Varolii Corp.'s software helps BOK Mortgage reduce the number of delinquent accounts.
International Cruise & Excursions: Uncharted Waters
International Cruise & Excursions sails into workforce management with Aspect Software.
iRobot: Unmanned Service
Automation is second nature to robotics supplier iRobot, making automated customer service from RightNow Technologies a solid match.
JPMorgan Chase Card Services: Credit Where Due
JPMorgan Chase Card Services has Enkata to thank for a unification of agent metrics.

[Please Note: To see the 2008 Service Awards Issue's full table of contents, please click here.]

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