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Articles: Customer Service/Call Centers
Predefined business rules make it possible for the technology to personalize everything from email messages to requests to offline bankers without heavy intervention from the IT team.
Quadstone defined a five-step model for proper follow-through on customer service inquiries.
The current IP telephony standard, known as H.323, will need to be replaced for the real uptake to begin.
Proactive companies know the importance of the last mile of CRM and have turned to automated customer communications solutions to drive down costs, increase revenue and improve loyalty.
In a six-nation survey of nearly 6,000 individuals, Americans gave their highest level of satisfaction to postal services, banks, and utility companies--none of which earned the approval of even half the survey base.
For companies that have not committed to the siren call of offshore sourcing, advice from those organizations that have tried and thrived can be summarized as, Take time to do it right.
The latest version of the company's application suite for service resolution management explores a variety of areas that help users navigate through self-service.
Among the advances in SalesLogix 6.2 are more tightly coupled sales and customer service capabilities, better access to opportunity data (including new-opportunity analytics), improved language support, and an expanded roster of customizable features.
Rhodes can now access such information as items purchased, date of sale, and whether a customer prefers to pay with cash or credit.
The company now has control over its order process, and soon will be able to get rid of its legacy billing system entirely.
Churchill Downs' formal change-management effort addresses different levels of CRM understanding and, like most change initiatives, emphasizes that change is good.
A customer advisory board setting can produce valuable feedback as customers have an opportunity to pool their collective experiences and present them in a coherent manner.
Call center outsourcing can provide value to an organization, but not by walking away from responsibility. We examine the people, process, and technology issues managers should consider when making their decision.
Top organizations seem content with delivering abysmal email response rates to customer inquiries.
Cost minimization has been and will continue to be a key component in companies' decisions to locate their contact centers offshore, but firms should weigh other options to ensure that they make the right decision.
Today, customers want more than products.
According to a new study, although the number of companies using at least some real-time data has increased over the past year, many are learning that not all decisions need real-time data.
A new Gartner report directly challenges some of the key assumptions and conventional wisdom surrounding service provider decisions.
IT organizations want solutions that improve their customers' experiences.
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