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Articles: Customer Service/Call Centers
According to research firm Datamonitor, in 2003 call centers worldwide spent nearly $700 million on workforce optimization systems. Based on vendor projections and other industry factors, Datamonitor expects that figure to rise to $1.2 billion by 2008.
Tilia Inc., which manufactures and distributes FoodSaver kitchen appliances, chose to take a chance one year ago and integrate sales into its service-oriented call center.
Recent books that analyze the customers' role; assist users with the new features provided by Microsoft CRM; detail relationship-building techniques; and more.
Do you provide Web self-service for customers?
Knowledge sharing goes both ways: As critical as it is to get support information into the development cycle, knowledge generated during the product development cycle can be driven into support.
Do you use a call center outsourcer for all or part of your customer service initiatives?
There are two kinds of human needs: extrinsic and intrinsic. Extrinsic needs are things like money and incentive programs, but what many organizations lack is the ability to satisfy an agent's intrinsic need, such as appreciation.
A new Yankee Group report, "Hosted Speech Applications are Poised for Growth, Increasing Competition and Volatility," focuses on qualitative trends in voice self-service.
According to the study, 2004 could be the year that customer reference management is used more widely as an interactive tool between organizations and their customers.
Customer-based measurements enable business leaders to not only understand the satisfaction and loyalty levels of key customer groups, but also help build programs and initiatives that foster stronger relationships with high-value customers.
The merger is expected to give existing customers access to a wider selection of CIM solutions, along with a beefed-up global support infrastructure.
Magic Quadrant for CRM Customer Service and Support Applications '04: In Gartner's recently released report, Siebel stands alone in the leader quadrant, while E.piphany and PeopleSoft are the two closest competitors in the visionary quadrant.
Omega Management Group's John Maraganis says that those companies winning awards are going about customer service in such a way that builds strong customer loyalty.
Knowledge must be managed to fully utilize corporate information and to provide a competitive edge. Unless information is captured for someone else to use again at a later date, learning, productivity, and innovation are stifled.
The consulting company released its latest report on how VoIP technology can be leveraged in contact and customer service operations.
Nuance has released its Nuance 8.5 and Nuance Verifier 3.5, respectively.
Emerging software applications like profit optimization are cracking data's code and increasing sales revenue by realizing more profit from flat sales.
Outsourcing customer service: For companies considering outsourcing, both are tough decisions.
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