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Articles: Customer Service/Call Centers
We are still seeing plenty of program misstarts, and a number of outright failures. --Bernie Goldberg, founder of Direct Marketing Publishers
SupportSoft yesterday started shipping its real-time service management software platform, which enables organizations to avoid or resolve technology-related problems.
Despite the immediate effects of DNC regulations on outbound teleservices, the future still looks bright for customer-centric companies willing to develop innovative CRM strategies that drive increased inbound contact volume.
The victory marks a big win for Blue Pumpkin, as the lawsuit threatened the very core of its skills-based routing business.
Siemens Information and Communication Networks is integrating its HiPath ProCenter Suites' real-time contact center capabilities with Microsoft Business Solutions CRM.
If there is one silver bullet that can help companies be more successful, it's humor--there are humor strategies companies can use to bring a little levity into the workplace.
According to a recent online survey by ITtoolbox, 36 percent of survey participants stated the top strategic reason for outsourcing was the lure of cost-savings, whereas 15 percent cited special skills and/or services as the top reason.
Organizations seeking to provide a universal view of customer information must deploy knowledge-powered central databases that can store and automatically present all important and relevant data for a customer.
Speech technology vendors showed their wares during the ninth Annual SpeechTEK Exposition and Educational Conference in New York City this week.
Pertinent information like name, address, and type of arthritis is used to create a Web form; this, plus the information gathered from the automated telephone system, is saved into one central database for a holistic view of an individual.
National Customer Service Week '03: The International Customer Service Association (ICSA) started commemorating the event in 1988.
Used properly, self-service applications can enhance the buyer-seller relationship.
Toshiba decided to put its product registration and warranty forms online using DataLode's RealConnect Marketing solution.
Bush said in a press conference Monday that Americans were fed up with intrusive calls, and that they had a right to stop those calls from coming in "at all hours of the day."
According to the company, VoiceTone lets customers hold natural conversations with computer-based systems.
Chances are good that a customer will never reach a live agent during any given transaction, so companies should be more concerned with their IVR and voice application performance.
Oklahoma Federal Judge Lee R. West ruled on Tuesday that the FTC overstepped its authority in creating the national list.
The product has more than 200 enhancements, and includes the company's first outbound marketing product, RightNow Outbound.
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