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Articles: Customer Service/Call Centers
Brother International Corp. is using CRM to build relationships with indirect end-user customers.
Start with a dash of one-to-one instruction. Add a pinch of online training. Sprinkle with the facts from a knowledge base. Cook at a moderate level, stirring occasionally, and voila, the right blend of face-to-face training and e-learning technologies makes a deliciously winning combination.
Time Warner Desert Cities combats churn.
How DirecTV's knowledge base helps its geographically diverse call center agents dish out current information, consistently.
Universities and grade schools are increasing adopting CRM to communicate with their constituents, and to attract and retain better students.
Analytics is expected to play a larger role for CRM leader Siebel.
Businesses gear up in the hope that shoppers soon will be there.
According to Datamonitor estimates, the worldwide market for call center component technologies was worth $4.1 billion in 2002, and will increase to $5.5 billion by the year 2007.
The survey provides evidence that 92 percent of U.S. consumers form their image of a company based on their experience using their call center.
A new study predicts that vendors of the five core component technologies used in call centers will see steady growth over the next five years.
Corillian was looking for a call center solution that ran on Microsoft's .Net platform and could create a comprehensive view of a customer for customer service representatives.
Corillian was looking for a call center solution that ran on Microsoft's .Net platform and could create a comprehensive view of a customer for customer service representatives.
SAS Institute Inc. has acquired assets of Verbind Technology for real-time customer behavior tracking capabilities.
Dan Vetras has been appointed president and CEO, succeeding founder and current CEO Pradeep Singh, who remains as chairman of the board.
Vice president and general manager of Epicor's Clientele Group, Doug Berry, says the integration between the portal and the complete .NET suite can help provide end-to-end management of the customer lifecycle.
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