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Articles: Customer Service/Call Centers
Telecommunications companies have unparalleled access to their customers. Will this pave the way to a new era of personalized content?
It's clear, as the impact of commoditization continues to sweep across various verticals, that devoting serious energy to customer care processes is a bona fide strategy for strengthening brand loyalty. CRM magazine acknowledges five companies that realized eye-catching returns on their contact center services and technology investments with service-and-support deployments in the areas of Web-support services, workforce optimization, speech solutions, hosted contact center services, and agent-facing universal desktop.
There are customer service technology vendors making dynamic acquisitions and expanding their broad product portfolios that don't necessarily fit neatly into one of the seven Service Leader categories. In keeping with that our third annual Service Excellence award recipient, M2M Holdings, made two smart deals that plunged it directly into the full-suite CRM and knowledge management arenas. Also, we present our second annual Rising Star awards, spotlighting under-the-radar tech providers that are making serious strides to deepen their competitive footprint.
Poor online retail performance needs to be addressed, despite continued industry growth; a 32 percent problem rate from the holiday season hasn't been fixed.
The company's latest offerings are meant to provide small contact centers with telemarketing and customer service while providing the flexibility to scale up or down.
Government agencies were among the first entities to gravitate to speech analytics applications, but the technology is gaining traction in the contact center at noteworthy rates.
CallMiner's newest speech analytics solution, CallMiner Eureka!, is aimed at helping organizations understand why customers call and how calls are handled.
Satisfaction ratings are falling for government Web sites as commercial sites raise the bar for online experiences; the private sector may have much to teach the public sector.
North American contact centers trail their counterparts throughout the world when it comes to areas like average wait times, establishing SLAs, and crafting business continuity plans.
The company expands its long-promoted speech recognition portfolio as it looks to build new voice-enabled customer service software and add speech to its Live Search engine.
Weaving speech-enabled apps into enterprise processes represents a transcendence of the contact center that will create more growth opportunities.
The company will grab enteo Software, which develops PC life-cycle management and Citrix management solutions; the deal is strategically sound and a "competitive necessity," says one analyst.
A new study shows that WFM and WFO technologies have come a long way, and will go even farther in smaller contact centers with SaaS.
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
BT Group and Avaya's hosted contact-center technology gives customers the option to ramp up, scale down, and distribute offsite centers; the service could prove a telco's greatest strengths are its applications.
Telecommunications companies are communicating better with their customers online, but still lag tech and retail outfits, according to The Customer Respect Group.
The customer experience management specialist delivers the latest version of TeaLeaf CX and a new application to go with it, intended to give real-time insight about transactions to e-businesses.
Don't be shy about making conversation(al marketing).
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