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Articles: Customer Service/Call Centers
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.
When it comes to communication devices, people simply prefer using the phone.
The combined company, which will be branded under ICICI OneSource's name, will have more than 3,500 employees and 2,000 seats in four call centers in Mumbai and Bangalore, India.
AltiGen says it chose Convergion because of its nationwide reach and expertise in telecom, CRM, and contact centers.
The reality is that companies have to continuously work at understanding the changing face of customer expectations.
CRM requires a full integration of all pre- and postsales services systems operating from a common database, using a variety of voice, data, and image communication links (wireless, Internet, etc.).
According to a recent study, 32 percent of the typical workweek is spent helping others resolve questions.
A recent Aberdeen Group study reveals that enterprises are expected to increase their technology budgets by an average of 3.4 percent over the next six to 12 months, and CRM-related applications are helping to fuel the growth.
Through KM support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line.
Kanisa5 is designed to improve agent productivity and reduce incident volume by incorporating various features like one-click CRM-data access, self-learning guided-search capabilities, and collaboration capabilities that help agents digitally connect to experts via a digital chat forum.
Identifying valuable customers using CRM solutions is key, because it allows retailers to target them with increased service levels, this generating more revenue.
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