Insight,
Posted 01 Jan 2007
Cut contact center operating costs, reduce churn rates, and up flexibility--a serious look at the at-home agent model.
Magazine Features,
Posted 01 Jan 2007
E-learning deployments earn straight A's when used in conjunction with formal classroom training.
Magazine Features,
Posted 01 Jan 2007
There is no better time to retune marketing, sales, and service operations--it may influence customer loyalties later in the year.
The Tipping Point,
Posted 01 Jan 2007
Phone-based advertising can enhance a company's bottom line, but there's a chance of adding to customer frustration if it's not done right.
Insight,
Posted 01 Jan 2007
Watch your step on the slippery slope.
Pint of View,
Posted 01 Jan 2007
Managing the risk.
Viewpoints,
Posted 01 Jan 2007
Automated voice messaging helps B2C companies deepen customer relationships.
Viewpoints,
Posted 01 Jan 2007
It takes two to tango--a customer-company relationship with only one partner doing its part will fail.
Customer Centricity,
Posted 01 Jan 2007
Business Problem: The contact center needs to strike a balance between call volumes and quality of service.
Re:Tooling,
Posted 01 Jan 2007
Pointing the way.
Viewpoints,
Posted 01 Jan 2007
The agency's Oversight Board report finds 80 percent of respondents are satisfied with IRS customer service when compared with other government offices.
CRM Featured Articles,
Posted 29 Dec 2006
The e-service vendor's latest release eyes unifying email and chat capabilities to provide agents with a holistic view of the customer.
CRM Featured Articles,
Posted 20 Dec 2006
Loyalty leaders outperform loyalty laggards in payment options, item delivery, and post-sale customer support; Victoria's Secret and Walgreen's are click-and-mortar standouts.
CRM Featured Articles,
Posted 19 Dec 2006
M2M Holdings snatches up Knova to add Web self-service technology to its growing CRM offerings; more acquisitions may follow, pushing a message of choice with consolidation.
CRM Featured Articles,
Posted 18 Dec 2006
Coaching and the provisioning of a knowledge base are important aspects of immediate performance gains in this vital area of customer service.
CRM Featured Articles,
Posted 18 Dec 2006
The region's enterprise telephony application market is set to realize a seven-year CAGR of 33.7 percent, thanks largely to interest in leveraging IP platforms to spur productivity and slash costs.
CRM Featured Articles,
Posted 13 Dec 2006
The quality management and liability recording market is projected to exceed expectations, thanks in large part to the space's competitive landscape and product innovation.
CRM Featured Articles,
Posted 07 Dec 2006
As part of Stealth Communications' Voice Peering Fabric, the company's intercontinental direct connection capabilities will achieve enhanced quality and reliability.
CRM Featured Articles,
Posted 07 Dec 2006
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