By automating access to specific information Armstrong Floor Products decreased customer hold times, reduced customer call durations by 50 percent, and improved call completion rates by 123 percent.
REAL ROI,
Posted 02 Jan 2004
Driven by everything from sophisticated tools to brutal cost pressures, the role of the contact center agent is changing, in large part to create more business value from a smaller, more highly skilled workforce.
Magazine Features,
Posted 02 Jan 2004
That's because good plans don't come from looking at the most information, but from looking at the right information.
Viewpoints,
Posted 29 Dec 2003
Industry pundit Barton Goldenberg, president and founder of CRM consultancy firm ISM, predicts a lot of positive momentum on the horizon for the industry.
Daily News,
Posted 24 Dec 2003
Most organizations are only now coming to grips with this new reality: Customers are in control, they believe they have rights and they expect companies to honor those wishes.
Viewpoints,
Posted 22 Dec 2003
The key is to look beyond whenever possible a single user group to widen the scope of a knowledge-base application and empower several groups with easy access to valuable knowledge.
Viewpoints,
Posted 22 Dec 2003
Oracle saw a 15 percent rise in earnings to $617 million for its second quarter ended November 30; the Help Desk Institute recently released its HDI 2003 Salary Survey; and Witness Systems has added a new business optimization consulting offering to its newly branded Witness Consulting Network.
Daily News,
Posted 19 Dec 2003
It positions KANA customers to capitalize on the growing BPO trend, enabling companies to benefit from low-cost labor available in offshore regions like India and the Philippines. Email responses can be conducted offshore and managed in the United States, using KANA IQ to look for customer-specific information.
Daily News,
Posted 16 Dec 2003
According to the study, Web self-service transactions have grown 116.8 percent from 2002 and now account for three-quarters of all support transactions.
Daily News,
Posted 08 Dec 2003
Unique considerations specific to CRM projects fall into two groups: those things you must do, and those things you must avoid.
Viewpoints,
Posted 08 Dec 2003
It's easy to calculate the direct cost of losing a customer due to a negative interaction with a company, but the hidden costs of that customer sharing his experience with his immediate social network is often ignored.
Viewpoints,
Posted 08 Dec 2003
The new version provides integration with SpeechWorks' Suite of network speech solutions from ScanSoft, including ScanSoft's OpenSpeech Recognizer 2.0 speech recognition software and Speechify 3.0 text-to-speech software.
Daily News,
Posted 04 Dec 2003
The automated voice solutions industry has been surging since the late 1990s, with North America leading the way in sales.
Daily News,
Posted 02 Dec 2003
Aberdeen Group surveyed 380 executives earlier this year, asking them to identify their technology investment priorities for contact centers over the next 18 months. The most surprising takeaway is that 45 percent maintained that the contact center was a "critical" part of their company's product and customer strategy.
Magazine Features,
Posted 01 Dec 2003
Marketing executives need to work closely with internal call centers to use the existing technology for the purpose of effective outbound marketing.
Viewpoints,
Posted 01 Dec 2003
Customers are willing to stay if they can expect a significant value of some kind from the product or service they are using.
Reality Check,
Posted 01 Dec 2003
Nissan Motor Acceptance Corp. needed to gain a better understanding of agent performance levels to provide faster and better quality service.
REAL ROI,
Posted 01 Dec 2003
BJC HealthCare's after-hours pediatric-nursing help line looked to improve performance and cut costs for the triage service; Memorial Hermann has been working on CRM improvement plans to boost customer service capabilities; and Franciscan Health System works with Customer Potential Management Marketing Group to maintain and mine an extensive customer database.
REAL ROI,
Posted 01 Dec 2003
The new law stipulates that if an unauthorized party gains access to customer data like a social security number or a credit card account number, the company must immediately notify any and all customers of the breach.
Insight,
Posted 01 Dec 2003
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