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Articles: Customer Service/Call Centers
CRM vendors report some sunny financial news as a major earnings reporting week comes to a close.
One of the issues the TSR aims to change is predictive-dialer call-abandonment rates, or the percentage of calls for which no representative is available to answer the call after a connection is made.
Contrary to the speed-to-resolution factor associated with call center agents and their ability to quickly answer customer queries, customers are spending more time on the Web because the tools they are using to find their answers are working.
Susheel Kurien, president of the newly formed U.S. operations, expressed her belief that ICICI OneSource's recent deals will help draw attention to offshore business process and CRM providers as an increasingly viable alternative to domestic call centers.
Brother International Corp. took action to unify all its U.S. call centers, which have a total of 200 agents in a handful of states, including California, Illinois, New Jersey, and Tennessee.
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.
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