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Articles: Customer Service/Call Centers
New research from Forrester Research estimates that e-commerce budgets will outpace the rest of IT budgets through 2008.
Technology companies contribute to disaster-relief efforts.
Tracy Wundrock, director of IS, Electronic Theatre Controls, discusses the challenge of implementing CRM.
There is no CRM success without communication.
Growth does not come from cost cutting, but from customer relationships.
By automating access to specific information Armstrong Floor Products decreased customer hold times, reduced customer call durations by 50 percent, and improved call completion rates by 123 percent.
Driven by everything from sophisticated tools to brutal cost pressures, the role of the contact center agent is changing, in large part to create more business value from a smaller, more highly skilled workforce.
That's because good plans don't come from looking at the most information, but from looking at the right information.
Industry pundit Barton Goldenberg, president and founder of CRM consultancy firm ISM, predicts a lot of positive momentum on the horizon for the industry.
Most organizations are only now coming to grips with this new reality: Customers are in control, they believe they have rights and they expect companies to honor those wishes.
The key is to look beyond whenever possible a single user group to widen the scope of a knowledge-base application and empower several groups with easy access to valuable knowledge.
Oracle saw a 15 percent rise in earnings to $617 million for its second quarter ended November 30; the Help Desk Institute recently released its HDI 2003 Salary Survey; and Witness Systems has added a new business optimization consulting offering to its newly branded Witness Consulting Network.
It positions KANA customers to capitalize on the growing BPO trend, enabling companies to benefit from low-cost labor available in offshore regions like India and the Philippines. Email responses can be conducted offshore and managed in the United States, using KANA IQ to look for customer-specific information.
According to the study, Web self-service transactions have grown 116.8 percent from 2002 and now account for three-quarters of all support transactions.
Unique considerations specific to CRM projects fall into two groups: those things you must do, and those things you must avoid.
It's easy to calculate the direct cost of losing a customer due to a negative interaction with a company, but the hidden costs of that customer sharing his experience with his immediate social network is often ignored.
The new version provides integration with SpeechWorks' Suite of network speech solutions from ScanSoft, including ScanSoft's OpenSpeech Recognizer 2.0 speech recognition software and Speechify 3.0 text-to-speech software.
The automated voice solutions industry has been surging since the late 1990s, with North America leading the way in sales.
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