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We call center veterans have been focused on quality for years. We invented the phrase "this call may be monitored for quality purposes" some time ago and continue using it, even today, as a badge of honor for our companies' focus on providing quality customer service. Consumers are accustomed to hearing it, and many say they like knowing that their calls may be monitored so their experiences and voices can be heard.
A close look at middleware -- what it is, how you get it, and most importantly, why today's companies need it.
In theory, Web analytics can tell you everything you ever want to know about your customer at the touch of a button. In practice, it's not that simple.
China's induction into the World Trade Organization (WTO) will expose the country's banking, finance and telecommunications sectors to greater foreign ownership and competition, creating a greater need for CRM service and solutions providers, according to Tim Zhou, Country Manager of Altitude Software's People's Republic of China division.
Siebel's veteran of both engineering and marketing discusses the need for adaptability in service businesses.
Rapid-rollout CRM solutions offer users fast, targeted solutions to specific customer relations problems. Questions remain however as to the true usability of these pared-down offerings.
Company executives tout enterprise service automation as the new CRM.
As banks branch out onto the Internet, many are adopting CRM technology and methods to increase customer satisfaction.
When automating CRM functions within a company, business leaders must both take into account and priorities the needs of its different departments, and stick to those priorities throughout implementation.
The government has begun adopting customer resource management tools and techniques in an attempt to provide better online service to citizens. Unfortunately, the fragmented nature of their approach prevents this from being truly effective.
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