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Articles: Customer Service/Call Centers
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.
Saab Cars USA rolled out its enterprisewide CRM solution and strategy, dubbed TouchPoint, beginning in January 2002. Saab is using TouchPoint to improve customer service efforts, as well as to support customers and dealers. The initiative focuses on the customer interaction center, marketing, lead management, and data quality.
Outsourcing incentive stems from lower wages and reduced turnover in other countries, which translates to less hiring, staffing, and training expenses, plus fewer productivity lags as new agents are brought up to speed.
Contact center executives now realize that it is not enough just to plug in the system. Management must explain how the agents will benefit from the technology.
NetLedger and HP announced yesterday that they are working together to offer complete technology solutions; SSA Global Technologies yesterday announced it has acquired Ironside Technologies; FrontRange announced this week that Patrick Bultema has resigned as CEO of its subsidiary, FrontRange Solutions.
"Beyond the Hype: The Impact of Web Services on CRM," "CRM Consolidation--Enterprise Software RIP?" and "Next-Generation Self-Service," reveal Reservoir Partners' findings on the impact of Web services, vendor consolidation, and self-service technologies.
A recent KANA study on customer service within the public sector found that more than half of all citizens polled are seeking Web-based interaction with state and federal government agencies.
A flurry of new products from J.D. Edwards; Genesys calls you back; Silvon upgrades its EPM suite; and more.
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.
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