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Articles: Customer Service/Call Centers
Far too many CRM providers fail to understand what their customers want, a very odd thing for companies selling closer customer contact.
DreamFactory's new SBuilder helps Salesforce.com customers integrate services; Sales Performance International releases new sales development products; Stronghold Technologies introduces its Call Management Services; and more.
ScanSoft announced it has acquired Montreal's LocusDialog, a developer of speech-enabled, auto-attendant applications and call routing solutions, to further ScanSoft's efforts to bring more speech applications to the market.
VoiceXML has moved from being a platform decision to a core part of a strategic direction. But that is only the right direction if you take advantage of the things that VoiceXML has to offer.
Indian outsourcing to grow by 30 percent; Convergys expands in Canada; Dendrite makes acquisition in Japan; and more.
The deal, which was announced yesterday, brings a total of 4,200 agents under the ClientLogic roof.
Whether large or small, private or public, contact centers are plagued with common problems: increasing performance, profitability, and client retention. All of them can be solved by four basic strategies: training, supervision, quality control, and motivation.
New research from Forrester Research estimates that e-commerce budgets will outpace the rest of IT budgets through 2008.
Technology companies contribute to disaster-relief efforts.
Tracy Wundrock, director of IS, Electronic Theatre Controls, discusses the challenge of implementing CRM.
There is no CRM success without communication.
Growth does not come from cost cutting, but from customer relationships.
By automating access to specific information Armstrong Floor Products decreased customer hold times, reduced customer call durations by 50 percent, and improved call completion rates by 123 percent.
Driven by everything from sophisticated tools to brutal cost pressures, the role of the contact center agent is changing, in large part to create more business value from a smaller, more highly skilled workforce.
That's because good plans don't come from looking at the most information, but from looking at the right information.
Industry pundit Barton Goldenberg, president and founder of CRM consultancy firm ISM, predicts a lot of positive momentum on the horizon for the industry.
Most organizations are only now coming to grips with this new reality: Customers are in control, they believe they have rights and they expect companies to honor those wishes.
The key is to look beyond whenever possible a single user group to widen the scope of a knowledge-base application and empower several groups with easy access to valuable knowledge.
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