Capital One Terminates Indian Call Center Relationship after Wipro Spectramind discovered agents' unethical business practices.
CRM Featured Articles,
Posted 01 Apr 2004
Genesys launches a developer edition of Voice Platform; Harte-Hanks adds advanced reporting; Interface Software releases three new CRM modules; and more.
CRM Featured Articles,
Posted 31 Mar 2004
KM has irrefutable value beyond the contact center.
Viewpoints,
Posted 29 Mar 2004
A new report by The Yankee Group evaluates contact center efficiency and effectiveness between agents and customers, and highlights CRM's next step in contact centers.
CRM Featured Articles,
Posted 29 Mar 2004
The speech platform enables advanced speech-recognition solutions to retrieve text information from Web sites and relay it back to customers in a voice solution over the phone.
CRM Featured Articles,
Posted 25 Mar 2004
A new breed of middleware systems consists of software that pulls together much of the new and old technology found in call centers, and adds new functionality for the changing legislative, regulatory, and security landscape.
Viewpoints,
Posted 22 Mar 2004
In the real world, bad CRM really isn't all that funny.
CRM Featured Articles,
Posted 15 Mar 2004
The pressure to move significant amounts of support to the Internet is coming from all sides: business managers wanting to cut costs and customers desiring to get immediate help and the satisfaction of solving problems themselves.
Viewpoints,
Posted 15 Mar 2004
Audentify and Stevens Communications have partnered to improve contact center performance for customers; AMR Research has cited Salesforce.com as the "clear leader in the subscription-based CRM space today and is increasing industry penetration and deal size"; and more.
CRM Featured Articles,
Posted 12 Mar 2004
Surveying has been never more crucial than it is today.
Viewpoints,
Posted 08 Mar 2004
The pairing integrates White Pajama's contact center and telephony functionality with Salesforce.com's on-demand CRM services.
CRM Featured Articles,
Posted 02 Mar 2004
The Elite award honors customer companies that have gained impressive returns on their customer service investments. Winners were selected based on return on investment, project implementation times, and overall impact on the organization.
Magazine Features,
Posted 01 Mar 2004
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
Magazine Features,
Posted 01 Mar 2004
Industry observers expect portability to increase churn in 2004 as carriers iron out technical glitches and more consumers come off contract, enabling switching without financial penalty.
Viewpoints,
Posted 01 Mar 2004
Case Studies,
Posted 01 Mar 2004
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
Magazine Features,
Posted 01 Mar 2004
In CRM magazine's premiere Service Awards we recognize the top customer service vendors and savvy customer companies that have yielded impressive results from their customer service IT implementations.
Magazine Features,
Posted 01 Mar 2004
Rarely do we see principles-based education that allows employees to use common sense to solve the customers' problems, and deliver a pleasing experience.
Customer Centricity,
Posted 01 Mar 2004
The 2004 Service Awards are our choices of industry leaders whose expertise you can leverage for your decision-making and benchmarking regarding customer services processes and technologies.
Front Office,
Posted 01 Mar 2004
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