Although the tax-collection agency's site did not receive the highest satisfaction index, it did take substantial steps to boost citizen satisfaction with its online presence.
CRM Featured Articles,
Posted 22 Mar 2006
A committee of mobile providers sets new guidelines for ethical behavior in wireless telecom, with control in the hands of the consumer.
CRM Featured Articles,
Posted 21 Mar 2006
Many online consumers still see cookies as spyware, and because those who want to opt out will, one analyst advises that firms make it easy for them.
CRM Featured Articles,
Posted 20 Mar 2006
Although IP telephony in the SMB market is still for early adopters, Mitel and Cisco led the way in U.S. market share of IP telephony station shipments in 2005.
CRM Featured Articles,
Posted 20 Mar 2006
The Israeli company announces the latest version of its support software; one analyst calls it a critical IT component for companies providing services to their customers.
CRM Featured Articles,
Posted 15 Mar 2006
Responsiveness is improving, but some travel providers stumble when it comes to the quality of the response, a new TCRG survey reveals.
CRM Featured Articles,
Posted 13 Mar 2006
Cell services that fail to listen to customers will find nobody downloads music; customers are willing to pay a little more than iPod rates, but not the premiums they pay now.
CRM Featured Articles,
Posted 13 Mar 2006
The contact center market continues its migration to IP as vendors make a host of IP-related announcements.
CRM Featured Articles,
Posted 09 Mar 2006
Magic Quadrant for CRM Customer Service and Support (CSS) Applications '06: The company maintains its Magic Quadrant dominance, although the emergence of a full customer service suite is still some time off.
CRM Featured Articles,
Posted 03 Mar 2006
A Gartner analyst predicts "positive but modest growth going forward" for CRM license revenue, as industry players continue to expand their offerings and quench their M&A thirst.
CRM Featured Articles,
Posted 01 Mar 2006
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
Magazine Features,
Posted 01 Mar 2006
Retailers are in transition as they balance customer experience in the store and on the Web.
Magazine Features,
Posted 01 Mar 2006
It is critical to make value creation everyone's job.
Viewpoints,
Posted 01 Mar 2006
How on demand can fulfill your contact center needs.
Viewpoints,
Posted 01 Mar 2006
Insight,
Posted 01 Mar 2006
Track after-the-sale customer issues, because 'It's not just about products.'
Insight,
Posted 01 Mar 2006
Business Problem: A company has little insight into timely customer or employee feedback.
Re:Tooling,
Posted 01 Mar 2006
Understand what performance metrics the customer thinks are important.
Viewpoints,
Posted 01 Mar 2006
Outsourcing for the ethically challenged.
Pint of View,
Posted 01 Mar 2006
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