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Articles: Customer Service/Call Centers
Deliverer service consistency and value-based service, and streamline customer service processes, among other actions.
The sluggish telecommunications industry and poor-clarity issues facing voiceover IP have traditionally plagued the industry, but the fact that a sizeable company with $338 million in revenue is investing in the nascent technology may be just what the VoIP industry needs to kick it into high gear.
The solution, which is available immediately, is aimed at small and midsize businesses.
When coupled with Convergys's real-time product bundling and discounting capabilities, which can be used to attract new customers, carriers using these Convergys billing solutions will be better positioned for the effects of WNP, according to the company.
Productivity is the key to an efficient and profitable support business, and sustained productivity depends on several factors, including skills, use of technology, and employee retention--with motivation being critical to retention.
CRM suites have broadened significantly from their roots, but companies are finding that the automation and successful execution of a company's revenue strategy clearly requires a different focus.
European call center spending among financial services organizations grew 130 percent since 1998--a large chunk of that came from U.S. companies moving operations overseas and outsourcing back-office operations.
To make up for lost revenue opportunities associated with DNC compliance, Siebel is encouraging customers to capitalize on inbound service calls by turning them into sales calls.
There are five must-haves: functionality that provides for integration with back-office applications; advanced scheduling capabilities; spare-parts integration; connectivity for a wide range of mobile and wireless devices; a comprehensive customer data model that provides a single view of customer.
Guided selling applications that help customers find the right products can support all of your sales channels independently.
To encourage their customers to be evangelists, companies must first build customer loyalty.
Symon aims to integrate its real-time communication solutions with TargetVision's visual communication products.
Companies win customer share by investing in customer development and customer management strategies.
Small to midsize contact centers were the clear winners at this week's International Call Center Management (ICCM) Conference and Expo.
A recent study reveals that 92 percent of surveyed government executives consider it either "important" or "very important" to deliver "superior" service, but 90 percent of the respondents say their agencies are not yet delivering that superior service.
Millions of unhappy customers can shed the yoke of oppression and change carriers, while holding on to their phone numbers. This could create churn rates higher than the wireless industry could imagine.
CRM and the new customer service capabilities that it offers are becoming integral to companies using product/customer service excellence strategies.
The awards recognize superior performance in three areas: ROI excellence in customer companies (The CRM Elite); individual achievement (Influential Leaders); and vendor leadership (CRM Market Leaders).
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