Lamps Plus needed a more efficient way for customers to find what they wanted, while minimizing expensive call center interactions.
Case Studies,
Posted 03 May 2004
Insight,
Posted 03 May 2004
CRM initiatives need to be driven from the c-level, but it takes the daily efforts of those associates who use the systems to make CRM a success.
Magazine Features,
Posted 03 May 2004
Search capability in self-service are powerful, but companies need to monitor its effectiveness.
Insight,
Posted 03 May 2004
Analysts predict that by 2007, 70 percent of all contact centers will support Web-based service applications.
Reality Check,
Posted 03 May 2004
The industry's average customer churn rate at 30 percent annually, but a closer look indicates that the market could contain even more would-be churners.
Insight,
Posted 03 May 2004
David Butler has conducted extensive research on the call center industry. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Elsevier Butterworth-Heinemann) reveals his findings, and more.
Insight,
Posted 03 May 2004
Businesses that build themselves on logic only will be expensive to operate.
Customer Centricity,
Posted 03 May 2004
Onyx Software today unveiled its latest call center offerings, including updated intelligent call scripting functionality and a partnership to provide agents with knowledge management capabilities.
CRM Featured Articles,
Posted 03 May 2004
G-Force '04: Updates to the Genesys voice platform include the ability to decouple hardware from software to enable easier application development on the customer side.
CRM Featured Articles,
Posted 28 Apr 2004
A disciplined, ongoing process is required to deliver quantifiable value in which IT, business and finance staff, and vendors work together to establish business-value metrics during the planning process, and then measure and continually improve them after deployment.
Viewpoints,
Posted 26 Apr 2004
Growing economies in tier 2 and 3 regions, ranging from western Europe to South Africa, will create higher demand for domestic call center services, while aggressive technological catch-up will make eastern European call centers prime providers of customer care outsourcing.
CRM Featured Articles,
Posted 26 Apr 2004
The acquisition of CenterForce Technologies by Concerto will present some challenges for Concerto, but will solidify its offerings.
CRM Featured Articles,
Posted 26 Apr 2004
Accovia and QlikTech International announces a partnership; British Airways selects Astute Solutions; CH Consulting announces the opening of its new 40-seat, inbound/outbound call center; Rockwell implements Salesforce.com Spring '04; and more.
CRM Featured Articles,
Posted 23 Apr 2004
Astute Solutions announced a partnership with BenchmarkPortal; NetIQ Corporation launched WebTrends 7; and more.
CRM Featured Articles,
Posted 21 Apr 2004
Loyalty doesn't have a bidirectional requirement, but the relationship between customers and a business demands that two-way street.
Viewpoints,
Posted 19 Apr 2004
CRM magazine Editor-in-Chief Ginger Conlon, moderator of the SuperPowers of CRM panel at the recent Frost & Sullivan Sales & Marketing Executive Summit, asked the panelists, Should companies offer stellar service to every customer, no matter what their true value to the organization?
CRM Featured Articles,
Posted 19 Apr 2004
Echopass has unveiled its upgraded TeleCenter 2.0, a hosted call center suite, which makes use of a partnership with Salesforce.com and Genesys Telecommunications Laboratories.
CRM Featured Articles,
Posted 15 Apr 2004
Customers relying on the Web sites of the top U.S. retail banks are unlikely to have a satisfactory experience, according to a new study by the Allen Bonde Group, a market research and management consulting firm based in Wellesley Hills, MA.
CRM Featured Articles,
Posted 15 Apr 2004
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