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Articles: Customer Service/Call Centers
The company's improved contact center suite is rooted in its having listened to customers' requests for a more flexible product.
Independent marketing strategists continue to validate mailings as an important part of a broader customer strategy.
The survey found that offshore outsourcing is limited, but that those companies that have opted for it are committed to the practice long term.
For companies that label themselves customer-centric, how they approach back-office customer support is a litmus test.
Geolocation has already begun to impact various aspects of marketing and sales, from lead generation to paid search results.
By capturing contacts through customer interaction recording software's user-defined business rules, organizations can record, analyze, and report on specified types of contacts, as well as their adherence to compliance requirements.
There are at least five major issues that prevent us from execution. Acting requires recognizing and addressing them.
These seven strategies illustrate some of the best ways to apply the information you may already have in your contact center to improve your standing with customers.
Two of the most tangible results are a 90 percent first call resolution rate, and the reduction of customer call handling time by 20 seconds.
CRM magazine's Emmy Favilla spoke with Acuff to discuss his approach.
At its core, workforce optimization prepares a staff to manage the ebb and flow of daily call volumes into a call center.
The complexity lies in the decision of whose portal should run the desktop: the CRM portal or a more application-agnostic portal?
The company is now able to be more responsive to customer needs, as software upgrades are based on customer feedback from the site.
The company's knowledge base has remained essentially static, aside from a few regular promotional events, which means efforts to maintain or update the FAQ can be kept to a minimum.
Industry pundits maintain that the biggest growth area in CRM over the next three years will be in the public sector, especially within state and local governments.
The goal was to resolve the issue of customers leaving the Edmunds.com Web site because they felt overwhelmed by the amount of information at their fingertips.
Not using customer service interactions to further relationships with customers is just poor stewardship.
It just doesn't make sense to let a machine handle the first contact between you and a new customer.
Companies must adopt an integrated customer management strategy that makes customer information available and actionable to everyone that needs it, including customer agents.
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