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Articles: Customer Service/Call Centers
A new Yankee Group report, "Hosted Speech Applications are Poised for Growth, Increasing Competition and Volatility," focuses on qualitative trends in voice self-service.
According to the study, 2004 could be the year that customer reference management is used more widely as an interactive tool between organizations and their customers.
Customer-based measurements enable business leaders to not only understand the satisfaction and loyalty levels of key customer groups, but also help build programs and initiatives that foster stronger relationships with high-value customers.
The merger is expected to give existing customers access to a wider selection of CIM solutions, along with a beefed-up global support infrastructure.
Magic Quadrant for CRM Customer Service and Support Applications '04: In Gartner's recently released report, Siebel stands alone in the leader quadrant, while E.piphany and PeopleSoft are the two closest competitors in the visionary quadrant.
Omega Management Group's John Maraganis says that those companies winning awards are going about customer service in such a way that builds strong customer loyalty.
Knowledge must be managed to fully utilize corporate information and to provide a competitive edge. Unless information is captured for someone else to use again at a later date, learning, productivity, and innovation are stifled.
The consulting company released its latest report on how VoIP technology can be leveraged in contact and customer service operations.
Nuance has released its Nuance 8.5 and Nuance Verifier 3.5, respectively.
Emerging software applications like profit optimization are cracking data's code and increasing sales revenue by realizing more profit from flat sales.
Outsourcing customer service: For companies considering outsourcing, both are tough decisions.
To gain support for CRM in the call center begin with cost savings and build your business case around it.
Basics in the financial services world are the branch and the call center--analysts predict that most of the CRM spending in the financial services industry will be on the branch and on the tools to help call center agents make the most of their customer touch points.
Dollar Rent A Car's top brass wanted more productivity and efficiency enhancements.
To understanding the potential return on an outsourcing arrangement is to first understand the inefficiencies and challenges facing your current customer contact solution and then to set targets for the outsourcer to meet to improve the situation.
As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not?
Low labor costs are spurring more and more companies to consider outsourcing their contact centers to service providers in offshore and nearshore locations.
PeopleSoft posted record license revenue; Comergent has acquired Profile Systems; and more.
The report finds that businesses and consumers maintain opposing ideas on what generates and what undermines trust.
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