Logo
BodyBGTop
Articles: Customer Service/Call Centers
Although consumers polled indicate that site usability is up, customer information sharing leads to below average score.
The use of this emerging technology is expected to soar over the coming years; the ability to report in real-time will begin to appear in second and third generation versions.
The acquisition of a quality management provider signals that the game is on against other workforce optimization companies.
The deal is one of the latest markers of contact center consolidation; details of the cash transaction were not disclosed.
Wireless carriers' family calling plans are increasingly popular with customers; pricing is an important factor.
Six truths about making CRM process changes to your organization.
Talking about significant results tied to investments in contact center technologies and services is one thing. Realizing outstanding return is another. CRM magazine honors five organizations that reaped the benefits of their contact center and customer service initiatives in 2005 in the following categories: Web support services, workforce optimization, speech solutions, hosted contact center services (a new category), and agent-facing universal desktop.
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services.
By trying to reduce costs, companies reduce the overall value they provide to customers and drop performance below customer expectations.
Self-service CRM initiatives fail if the systems do not answer customer questions.
With our second annual Service Excellence award, we're spotlighting a company that positioned itself as the market-share leader in its space -- and introducing CRM magazine's Rising Star awards.
Business Problem: The contact center is overwhelmed with basic, repetitive inquiries.
Companies are willing to pay more for dependable providers, but continue to choose outsourcing to reduce their costs.
Some organizations grapple with attaching bottom-line value to their revamped Web sites, but crafting ROI models can help.
At its Convergence conference, the software giant touts real-time integration and a hosted CRM offering.
A more manageable, single-security standard is expected this year, as current measures are deemed too cumbersome for most users.
Online travel agencies are the preferred destinations for prospects, but a study indicates that this year, consumers are less satisfied with site behaviors.
Companies are undervaluing the channel and its potential savings as more customers seek support.
Pages: << Prev  1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206   Next >>
 
Companies: Customer Service/Call Centers
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us