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Articles: Customer Service/Call Centers
Productivity is the key to an efficient and profitable support business, and sustained productivity depends on several factors, including skills, use of technology, and employee retention--with motivation being critical to retention.
CRM suites have broadened significantly from their roots, but companies are finding that the automation and successful execution of a company's revenue strategy clearly requires a different focus.
European call center spending among financial services organizations grew 130 percent since 1998--a large chunk of that came from U.S. companies moving operations overseas and outsourcing back-office operations.
To make up for lost revenue opportunities associated with DNC compliance, Siebel is encouraging customers to capitalize on inbound service calls by turning them into sales calls.
There are five must-haves: functionality that provides for integration with back-office applications; advanced scheduling capabilities; spare-parts integration; connectivity for a wide range of mobile and wireless devices; a comprehensive customer data model that provides a single view of customer.
Guided selling applications that help customers find the right products can support all of your sales channels independently.
To encourage their customers to be evangelists, companies must first build customer loyalty.
Symon aims to integrate its real-time communication solutions with TargetVision's visual communication products.
Companies win customer share by investing in customer development and customer management strategies.
Small to midsize contact centers were the clear winners at this week's International Call Center Management (ICCM) Conference and Expo.
A recent study reveals that 92 percent of surveyed government executives consider it either "important" or "very important" to deliver "superior" service, but 90 percent of the respondents say their agencies are not yet delivering that superior service.
Millions of unhappy customers can shed the yoke of oppression and change carriers, while holding on to their phone numbers. This could create churn rates higher than the wireless industry could imagine.
CRM and the new customer service capabilities that it offers are becoming integral to companies using product/customer service excellence strategies.
The awards recognize superior performance in three areas: ROI excellence in customer companies (The CRM Elite); individual achievement (Influential Leaders); and vendor leadership (CRM Market Leaders).
Many of the industry's top customer-company and vendor executives took part in the ceremony, which was followed by an interactive panel discussion.
Envision introduces a workforce management tool; Verint's ULTRA Express leverages every customer contact to optimize call centers' processes; and Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM) are designed to bring enterprise level functionality to SME contact centers.
Tacit knowledge is difficult to track and capture; it's been largely ignored in traditional knowledge management systems.
A report by consulting firm Reservoir Partners examines how organizations still need to be proactive with customer communications.
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