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Articles: Customer Service/Call Centers
Companies win customer share by investing in customer development and customer management strategies.
Small to midsize contact centers were the clear winners at this week's International Call Center Management (ICCM) Conference and Expo.
A recent study reveals that 92 percent of surveyed government executives consider it either "important" or "very important" to deliver "superior" service, but 90 percent of the respondents say their agencies are not yet delivering that superior service.
Millions of unhappy customers can shed the yoke of oppression and change carriers, while holding on to their phone numbers. This could create churn rates higher than the wireless industry could imagine.
CRM and the new customer service capabilities that it offers are becoming integral to companies using product/customer service excellence strategies.
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.
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