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Articles: Customer Service/Call Centers
According to a recent study, 32 percent of the typical workweek is spent helping others resolve questions.
A recent Aberdeen Group study reveals that enterprises are expected to increase their technology budgets by an average of 3.4 percent over the next six to 12 months, and CRM-related applications are helping to fuel the growth.
Through KM support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line.
Kanisa5 is designed to improve agent productivity and reduce incident volume by incorporating various features like one-click CRM-data access, self-learning guided-search capabilities, and collaboration capabilities that help agents digitally connect to experts via a digital chat forum.
Identifying valuable customers using CRM solutions is key, because it allows retailers to target them with increased service levels, this generating more revenue.
Using natural language capabilities, the Banter Server, which will be preintegrated with KANA Response, can understand the intent of customers' emails and provide a suggested response for agents.
New research claims there is a critical shift in the consumer mindset.
Your decision to implement an e-service solution should be a strategic one that includes vendor research and analysis prior to selection.
Zeacom's screen pop capabilities can cut as many as 12 seconds from of each call, according to Zeacom CEO Miles Valentine.
The study focused on 147 call center managers and senior executives from 24 wireless, wire-line, cable, and satellite companies.
Onyx Software has released CRMExpress; WebSideStory has introduced new campaign analytics and optimization capabilities for its HitBox Enterprise analytics service; Genesys Telecommunications Laboratories is extending its Internet Protocol (IP) family with the introduction of Enterprise IP Contact Center.
Enable your company to monitor disparate contact centers from a single location with centralized administration; enterprise integration; enterprise solutions; and centralized view and reporting, among other attributes.
Roughly 85 percent of the registrations occurred online (primarily at www.donotcall.gov).
It's a product that's designed to help its customers shave seconds off calls, but the way DirectQuest works has led to both benefits and controversy.
While the performance optimization market is still relatively new, the melding of workflow automation, training, workforce management, and workforce optimization solutions is starting to provide a soup-to-nuts means of identifying and improving agent performance levels.
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