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Articles: Customer Service/Call Centers
The awards recognize superior performance in three areas: ROI excellence in customer companies (The CRM Elite); individual achievement (Influential Leaders); and vendor leadership (CRM Market Leaders).
Many of the industry's top customer-company and vendor executives took part in the ceremony, which was followed by an interactive panel discussion.
Envision introduces a workforce management tool; Verint's ULTRA Express leverages every customer contact to optimize call centers' processes; and Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM) are designed to bring enterprise level functionality to SME contact centers.
Tacit knowledge is difficult to track and capture; it's been largely ignored in traditional knowledge management systems.
A report by consulting firm Reservoir Partners examines how organizations still need to be proactive with customer communications.
The best companies are increasingly aware of the need to be able to scale their support in an instant.
The report states that outsourced call center agent positions in Canada are expected to rise 52 percent by 2007.
Under the terms of the stock-and-cash deal, Primus will purchase Broad Daylight for 2,090,000 shares of Primus common stock, plus cash equal to the value of 110,000 shares of Primus common stock.
Expanding the capabilities of its FootPrints Web-based service desk software, UniPress Software yesterday made available live eSupport tools from Atinav.
Industry veterans Bob Furniss and Scott Thomas have founded Call Center Ideas (CCI) to help call center operators improve productivity, update tools and technology, and increase employee morale in today's evolving call centers.
edocs launches Focused Solutions, software for financial services firms that consists of three components: e-Statements for Banking, Customer Self-Service for Credit Cards, and e-Billing for Insurance.
Companies need to balance the potential of bringing in more revenue with overly aggressive tactics that might send a customer running to a rival.
To drive down procurement costs, Choice Hotels built ChoiceBuys.com, an electronic marketplace for its hotels and supply vendors.
Many customer-centric initiatives fail because they are done on the surface level and do not reach to the core of the business.
Is it possible to strike a balance between optimizing productivity and providing top-notch service and profit from it? Yes.
The average cost of taking a family of four to an NBA game passed $280 this year, according to Team Marketing Report. When you drop that kind of money for an event, sports is about more than the thrill of victory.
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