Being able to compete on equal footing with contact center giants is important as the customer contact market shifts to longer purchase cycles driven by the need for technology refresh, rather than hordes of startups demanding quick solutions.
Daily News,
Posted 09 Sep 2004
Online retailers are reaching a crossroads in terms of gauging customer satisfaction, according to a recent study.
Daily News,
Posted 09 Sep 2004
While public IMing is expected to continue to burgeon for the next five years, EIMing vendors may find their entrance into the market by bulking up their integration initiatives and educating end users on the advantages that EIMing offers.
Daily News,
Posted 08 Sep 2004
Conventional wisdom regarding multichannel customers has been off target.
Daily News,
Posted 08 Sep 2004
A new, four-month training program dubbed Certified Friendly is designed for hotel, restaurant, attraction, and local government staff.
Daily News,
Posted 07 Sep 2004
Extream Software wins Baltmore utility customer, and more.
Daily News,
Posted 07 Sep 2004
The majority of the call centers and agent positions will move to nearshore/offshore positions, but others will be lost due to increasing self-service options available to customers and DNC regulations.
Daily News,
Posted 03 Sep 2004
INSCI released WebWare ActiveMedia 5.5; Cubistix launched its CRM Front-End 2.0 product; and more.
Daily News,
Posted 03 Sep 2004
DCI's Customer Relationship Management Conference and Exposition this week brought CRM newcomers and enthusiasts together to discuss strategies.
Daily News,
Posted 02 Sep 2004
There's a high correlation between poorly delivered email support and [poor] customer loyalty.
Daily News,
Posted 02 Sep 2004
A handful of McDonald's restaurants have drive-through voice communications routed via a high-speed line to a call center, rather than to an employee on location.
Daily News,
Posted 01 Sep 2004
The Awards recognize superior performance in ROI excellence in customer companies, individual achievement, and vendor leadership.
Daily News,
Posted 01 Sep 2004
Aberdeen interviewed 232 decision-makers at SMB firms to examine the components of business technology that most closely map to the strategic needs of small enterprise.
Daily News,
Posted 31 Aug 2004
The Regence Group has expanded its Onyx deployment; RightNow Technologies announced that Big Brothers Big Sisters has chosen the RightNow Service to support the nationwide rollout of its new, core Agency Information Management system; and more.
Daily News,
Posted 31 Aug 2004
The company now has the ability to build new CRM modules to manage quote generation and product-return processes.
Daily News,
Posted 30 Aug 2004
IBM stated in its announcement of the deal that Venetica will become part of the IBM Software Group's Data Management unit.
Daily News,
Posted 30 Aug 2004
Best Software unveiled ACT! 2005, the latest version of the original desktop contact manager.
Daily News,
Posted 27 Aug 2004
Rockwell FirstPoint Contact has announced its third quarter earnings; HDI a membership association for IT service and support professionals, has partnered with Spherion Corporation; Customer Service Week is the leading motivation program for customer service employees.
Daily News,
Posted 27 Aug 2004
Two unfortunate situations have captured center stage at the end of summer 2004.
Daily News,
Posted 26 Aug 2004
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