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Articles: Customer Service/Call Centers
The speech platform enables advanced speech-recognition solutions to retrieve text information from Web sites and relay it back to customers in a voice solution over the phone.
A new breed of middleware systems consists of software that pulls together much of the new and old technology found in call centers, and adds new functionality for the changing legislative, regulatory, and security landscape.
In the real world, bad CRM really isn't all that funny.
The pressure to move significant amounts of support to the Internet is coming from all sides: business managers wanting to cut costs and customers desiring to get immediate help and the satisfaction of solving problems themselves.
Audentify and Stevens Communications have partnered to improve contact center performance for customers; AMR Research has cited Salesforce.com as the "clear leader in the subscription-based CRM space today and is increasing industry penetration and deal size"; and more.
Surveying has been never more crucial than it is today.
Proper screening and selection of outsource partners assures the highest standards necessary for an organization's needs.
The pairing integrates White Pajama's contact center and telephony functionality with Salesforce.com's on-demand CRM services.
The Elite award honors customer companies that have gained impressive returns on their customer service investments. Winners were selected based on return on investment, project implementation times, and overall impact on the organization.
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
Industry observers expect portability to increase churn in 2004 as carriers iron out technical glitches and more consumers come off contract, enabling switching without financial penalty.
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
In CRM magazine's premiere Service Awards we recognize the top customer service vendors and savvy customer companies that have yielded impressive results from their customer service IT implementations.
Rarely do we see principles-based education that allows employees to use common sense to solve the customers' problems, and deliver a pleasing experience.
The 2004 Service Awards are our choices of industry leaders whose expertise you can leverage for your decision-making and benchmarking regarding customer services processes and technologies.
According to research firm Datamonitor, in 2003 call centers worldwide spent nearly $700 million on workforce optimization systems. Based on vendor projections and other industry factors, Datamonitor expects that figure to rise to $1.2 billion by 2008.
Tilia Inc., which manufactures and distributes FoodSaver kitchen appliances, chose to take a chance one year ago and integrate sales into its service-oriented call center.
Recent books that analyze the customers' role; assist users with the new features provided by Microsoft CRM; detail relationship-building techniques; and more.
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