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Articles: Customer Service/Call Centers
Making revenue enhancement a logical piece of CRM.
Datamonitor's recent study found political instability and threats of terrorism worldwide make some countries less attractive; many companies are looking to Canada as an alternative.
Rogers' message was for organizations to focus on individual customers based on the information customers provide.
Using Ask Jeeves's technology customers can find answers to questions like "What Novartis products treat cancer?" or "Where can I find information on a product free-trial offer?" and be directed to the appropriate answer or trial prescription.
The module allows companies to automatically update regularly changing Web content like service, support, product orders, shipping, and billing on their customer service portals.
The scalable customer service software is part of Pegasystems Inc. PegaCARD Services suite of products and an evolution of Pegasystems' card services technology first made available in 1989.
Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction.
New tools enhance call center agent productivity.
FedEx has been able to integrate business processes and provide customers with a single point of access for all shipping needs. To do so the company devised a three-prong approach to CRM.
There are three main types of call center outsourcers. Which is best suited to your business?
In an exclusive survey conducted in conjunction with consultancy CAP Ventures Inc., CRM magazine finds that a surprising number of executives are pleased with their CRM system--and with their results.
Call center agents can make or break a contact center.
CRM vendors report some sunny financial news as a major earnings reporting week comes to a close.
One of the issues the TSR aims to change is predictive-dialer call-abandonment rates, or the percentage of calls for which no representative is available to answer the call after a connection is made.
Contrary to the speed-to-resolution factor associated with call center agents and their ability to quickly answer customer queries, customers are spending more time on the Web because the tools they are using to find their answers are working.
Susheel Kurien, president of the newly formed U.S. operations, expressed her belief that ICICI OneSource's recent deals will help draw attention to offshore business process and CRM providers as an increasingly viable alternative to domestic call centers.
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