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Articles: Customer Service/Call Centers
There is a significant issue that needs to be addressed for the online channel to be a consistent, relevant element of the corporate bottom line: the customer experience.
Lamps Plus needed a more efficient way for customers to find what they wanted, while minimizing expensive call center interactions.
CRM initiatives need to be driven from the c-level, but it takes the daily efforts of those associates who use the systems to make CRM a success.
Search capability in self-service are powerful, but companies need to monitor its effectiveness.
Analysts predict that by 2007, 70 percent of all contact centers will support Web-based service applications.
The industry's average customer churn rate at 30 percent annually, but a closer look indicates that the market could contain even more would-be churners.
David Butler has conducted extensive research on the call center industry. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Elsevier Butterworth-Heinemann) reveals his findings, and more.
Businesses that build themselves on logic only will be expensive to operate.
Onyx Software today unveiled its latest call center offerings, including updated intelligent call scripting functionality and a partnership to provide agents with knowledge management capabilities.
G-Force '04: Updates to the Genesys voice platform include the ability to decouple hardware from software to enable easier application development on the customer side.
A disciplined, ongoing process is required to deliver quantifiable value in which IT, business and finance staff, and vendors work together to establish business-value metrics during the planning process, and then measure and continually improve them after deployment.
Growing economies in tier 2 and 3 regions, ranging from western Europe to South Africa, will create higher demand for domestic call center services, while aggressive technological catch-up will make eastern European call centers prime providers of customer care outsourcing.
The acquisition of CenterForce Technologies by Concerto will present some challenges for Concerto, but will solidify its offerings.
Accovia and QlikTech International announces a partnership; British Airways selects Astute Solutions; CH Consulting announces the opening of its new 40-seat, inbound/outbound call center; Rockwell implements Salesforce.com Spring '04; and more.
Astute Solutions announced a partnership with BenchmarkPortal; NetIQ Corporation launched WebTrends 7; and more.
Loyalty doesn't have a bidirectional requirement, but the relationship between customers and a business demands that two-way street.
CRM magazine Editor-in-Chief Ginger Conlon, moderator of the SuperPowers of CRM panel at the recent Frost & Sullivan Sales & Marketing Executive Summit, asked the panelists, Should companies offer stellar service to every customer, no matter what their true value to the organization?
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