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Articles: Customer Service/Call Centers
It positions KANA customers to capitalize on the growing BPO trend, enabling companies to benefit from low-cost labor available in offshore regions like India and the Philippines. Email responses can be conducted offshore and managed in the United States, using KANA IQ to look for customer-specific information.
According to the study, Web self-service transactions have grown 116.8 percent from 2002 and now account for three-quarters of all support transactions.
Unique considerations specific to CRM projects fall into two groups: those things you must do, and those things you must avoid.
It's easy to calculate the direct cost of losing a customer due to a negative interaction with a company, but the hidden costs of that customer sharing his experience with his immediate social network is often ignored.
The new version provides integration with SpeechWorks' Suite of network speech solutions from ScanSoft, including ScanSoft's OpenSpeech Recognizer 2.0 speech recognition software and Speechify 3.0 text-to-speech software.
The automated voice solutions industry has been surging since the late 1990s, with North America leading the way in sales.
Aberdeen Group surveyed 380 executives earlier this year, asking them to identify their technology investment priorities for contact centers over the next 18 months. The most surprising takeaway is that 45 percent maintained that the contact center was a "critical" part of their company's product and customer strategy.
Marketing executives need to work closely with internal call centers to use the existing technology for the purpose of effective outbound marketing.
Customers are willing to stay if they can expect a significant value of some kind from the product or service they are using.
Nissan Motor Acceptance Corp. needed to gain a better understanding of agent performance levels to provide faster and better quality service.
BJC HealthCare's after-hours pediatric-nursing help line looked to improve performance and cut costs for the triage service; Memorial Hermann has been working on CRM improvement plans to boost customer service capabilities; and Franciscan Health System works with Customer Potential Management Marketing Group to maintain and mine an extensive customer database.
The new law stipulates that if an unauthorized party gains access to customer data like a social security number or a credit card account number, the company must immediately notify any and all customers of the breach.
Companies experimenting with BPO complain of inflexible contracts, difficulty managing vendors, and a lack of performance metrics; ICICI OneSource announced its intention to acquire FirstRing; and automated speech recognition solutions are growing in popularity as their accuracy improves.
Several large companies have already started an exodus from the United States to Canada, including Marriott, UPS, AOL, and IBM.
If all goes according to plan, on November 24 the FCC's wireless number--portability (WNP) legislation will go into effect.
Despite the anxiety of handing over call center operations to a third-party outsourcer, organizations are still quietly off-loading their customer support efforts.
According to the report, health insurance carriers are lagging in customer service and support.
Improve overall experience for your customers by looking at their dissatisfaction--it can be done in seven basic steps.
If ceding power to the customer is more effective in achieving the company's objective, perhaps CEM should facilitate customer-enabling rights and features.
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