European call center spending among financial services organizations grew 130 percent since 1998--a large chunk of that came from U.S. companies moving operations overseas and outsourcing back-office operations.
CRM Featured Articles,
Posted 11 Sep 2003
To make up for lost revenue opportunities associated with DNC compliance, Siebel is encouraging customers to capitalize on inbound service calls by turning them into sales calls.
CRM Featured Articles,
Posted 09 Sep 2003
There are five must-haves: functionality that provides for integration with back-office applications; advanced scheduling capabilities; spare-parts integration; connectivity for a wide range of mobile and wireless devices; a comprehensive customer data model that provides a single view of customer.
Viewpoints,
Posted 08 Sep 2003
Guided selling applications that help customers find the right products can support all of your sales channels independently.
Experts on Call,
Posted 08 Sep 2003
To encourage their customers to be evangelists, companies must first build customer loyalty.
Viewpoints,
Posted 08 Sep 2003
Symon aims to integrate its real-time communication solutions with TargetVision's visual communication products.
CRM Featured Articles,
Posted 04 Sep 2003
Companies win customer share by investing in customer development and customer management strategies.
Viewpoints,
Posted 01 Sep 2003
Small to midsize contact centers were the clear winners at this week's International Call Center Management (ICCM) Conference and Expo.
CRM Featured Articles,
Posted 28 Aug 2003
Insight,
Posted 27 Aug 2003
A recent study reveals that 92 percent of surveyed government executives consider it either "important" or "very important" to deliver "superior" service, but 90 percent of the respondents say their agencies are not yet delivering that superior service.
Insight,
Posted 27 Aug 2003
Millions of unhappy customers can shed the yoke of oppression and change carriers, while holding on to their phone numbers. This could create churn rates higher than the wireless industry could imagine.
Insight,
Posted 27 Aug 2003
CRM and the new customer service capabilities that it offers are becoming integral to companies using product/customer service excellence strategies.
Reality Check,
Posted 27 Aug 2003
The awards recognize superior performance in three areas: ROI excellence in customer companies (The CRM Elite); individual achievement (Influential Leaders); and vendor leadership (CRM Market Leaders).
Front Office,
Posted 27 Aug 2003
Many of the industry's top customer-company and vendor executives took part in the ceremony, which was followed by an interactive panel discussion.
CRM Featured Articles,
Posted 27 Aug 2003
Envision introduces a workforce management tool; Verint's ULTRA Express leverages every customer contact to optimize call centers' processes; and Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM) are designed to bring enterprise level functionality to SME contact centers.
CRM Featured Articles,
Posted 26 Aug 2003
Tacit knowledge is difficult to track and capture; it's been largely ignored in traditional knowledge management systems.
Experts on Call,
Posted 25 Aug 2003
A report by consulting firm Reservoir Partners examines how organizations still need to be proactive with customer communications.
CRM Featured Articles,
Posted 19 Aug 2003
The best companies are increasingly aware of the need to be able to scale their support in an instant.
Experts on Call,
Posted 18 Aug 2003
The report states that outsourced call center agent positions in Canada are expected to rise 52 percent by 2007.
CRM Featured Articles,
Posted 14 Aug 2003
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