Logo
BodyBGTop
Articles: Customer Service/Call Centers
Convergys has been working since the beginning of the year with Benchmark Portal to create the Customer Experience Benchmark (CEB)
Great Teams Think Alike
Labor of Love
How Erik Seoane, director of service delivery for Intuit's Turbo Tax, convinced the company's CIO and CFO to embrace CRM.
A Solid Foundation
Kanisa announces plans to acquire the enterprise software division of Web-search company Ask Jeeves Inc.
Enkata Technologies claims that contact center inefficiencies account for up to 30 percent of business's annual customer care expenses.
SoundBite 4.0 uses interactive voice messaging in place of customer service reps.
FAQs reflect the questions that customers ask. And they answer the customers' questions, solve their problems, and enable them to take action--without a follow-up email or phone call.
The solution is designed to reduce call handling times, increase the quality of customer interactions, monitor individual agent performance, analyze call-handling trends, and enable all calls and interactions to be recorded and made instantly searchable.
Leveraging the expertise of an experienced advisor can reduce internal staff costs and the external legal fees by as much as half.
Nearly 1.2 million agent positions in the region, 150,000 (12 percent) are currently outsourced to a third party within EMEA. Datamonitor predicts this number will have almost doubled to 290,000 by 2007.
The report examines the concept of the Life Time Value (LTV) of a customer relationship and the strategies, practices, and benchmarks used to maximize and measure customer retention.
Companies must define the role of the customer in their relationship, the type of customers they are seeking and the types of customer they are not seeking to form relationships with.
Envision Telephony and Utopy partnered today to use speech recognition and analytics tools to get a better understanding of agent performance and how it relates to customer satisfaction and loyalty.
ClientLogic and Siebel have agreed to implement a rolling payment plan for customers, enabling them to absorb the blow of large CRM implementations over time.
The firm has two components to its customer service call-back policy, the 2 Hour Call Back Guarantee and the 2 Hour Call back Challenge.
Pages: << Prev  1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206   Next >>
 
Companies: Customer Service/Call Centers
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us