RightNow doubles in size in Europe, SSA Global announces Baan roadmap, and more...
CRM Featured Articles,
Posted 21 Nov 2003
A Merchants Global Contact Center Benchmarking Report revealed that the average caller waits 29 seconds to have a call answered, compared to 24 seconds four years ago.
CRM Featured Articles,
Posted 13 Nov 2003
Siebel closes UpShot deal, Datamonitor says more call center seats going offshore, GWI creates new services group, and more...
CRM Featured Articles,
Posted 10 Nov 2003
Helping service providers deliver service in three dimensions can take any organization to a new level of customer loyalty.
Viewpoints,
Posted 10 Nov 2003
Nearly half (45 percent) of recent Maritz Poll respondents indicated that their companies' brand or image played an important role in their decision to apply for a job at those firms.
Experts on Call,
Posted 10 Nov 2003
Based on figures from Britain's National Statistics Office, unsuccessful phone connections costs British businesses nearly L83 million ($139.1 million) a day, or L22 billion ($36.87 billion) in a working year.
CRM Featured Articles,
Posted 04 Nov 2003
Remember, customers have a choice when facing a complaint: They can call you or call your competition. Complaints are second chances, and we don't get too many of those.
Straight Talk,
Posted 03 Nov 2003
Hundreds of thousands of customers visit the support portal, which has deflected a significant portion of calls from Charter's contact center.
REAL ROI,
Posted 03 Nov 2003
The notion that there is a fixed relationship between the quality of the product or service you offer and the enthusiasm those products or services generate in your customers persists. In reality, the relationship between those two values is far from fixed.
Magazine Features,
Posted 03 Nov 2003
Two divisions that serve The Schwan Food Company's markets, Schwan's Home Service and Schwan's Food Service Group, have revamped their CRM strategies as part of Schwan's ongoing effort to keep customers satisfied and loyal.
Magazine Features,
Posted 03 Nov 2003
U.S. call center spending in the financial services industry between 1998 and 2003 increased by 118 percent; Customers are looking for better integration between applications, information systems, and portals; and companies are getting into offshore BPO, but enterprises should also examine the benefits from offshore "insourcing."
Insight,
Posted 03 Nov 2003
A self-service pilot program using touch screen kiosks has allowed McDonald's to increase capacity, taking more customers' orders than before.
Insight,
Posted 03 Nov 2003
According to the study, 90 percent of customers say they are at least satisfied with their retailers, but less than 50 percent can be considered truly loyal.
CRM Featured Articles,
Posted 28 Oct 2003
We are still seeing plenty of program misstarts, and a number of outright failures. --Bernie Goldberg, founder of Direct Marketing Publishers
Viewpoints,
Posted 27 Oct 2003
SupportSoft yesterday started shipping its real-time service management software platform, which enables organizations to avoid or resolve technology-related problems.
CRM Featured Articles,
Posted 21 Oct 2003
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.
Experts on Call,
Posted 20 Oct 2003
The victory marks a big win for Blue Pumpkin, as the lawsuit threatened the very core of its skills-based routing business.
CRM Featured Articles,
Posted 16 Oct 2003
Siemens Information and Communication Networks is integrating its HiPath ProCenter Suites' real-time contact center capabilities with Microsoft Business Solutions CRM.
CRM Featured Articles,
Posted 14 Oct 2003
Experts on Call,
Posted 13 Oct 2003
|