The solution is designed to reduce call handling times, increase the quality of customer interactions, monitor individual agent performance, analyze call-handling trends, and enable all calls and interactions to be recorded and made instantly searchable.
CRM Featured Articles,
Posted 22 May 2003
Leveraging the expertise of an experienced advisor can reduce internal staff costs and the external legal fees by as much as half.
CRM Featured Articles,
Posted 19 May 2003
Nearly 1.2 million agent positions in the region, 150,000 (12 percent) are currently outsourced to a third party within EMEA. Datamonitor predicts this number will have almost doubled to 290,000 by 2007.
CRM Featured Articles,
Posted 15 May 2003
The report examines the concept of the Life Time Value (LTV) of a customer relationship and the strategies, practices, and benchmarks used to maximize and measure customer retention.
CRM Featured Articles,
Posted 13 May 2003
Companies must define the role of the customer in their relationship, the type of customers they are seeking and the types of customer they are not seeking to form relationships with.
Viewpoints,
Posted 12 May 2003
Envision Telephony and Utopy partnered today to use speech recognition and analytics tools to get a better understanding of agent performance and how it relates to customer satisfaction and loyalty.
CRM Featured Articles,
Posted 08 May 2003
ClientLogic and Siebel have agreed to implement a rolling payment plan for customers, enabling them to absorb the blow of large CRM implementations over time.
CRM Featured Articles,
Posted 06 May 2003
The firm has two components to its customer service call-back policy, the 2 Hour Call Back Guarantee and the 2 Hour Call back Challenge.
CRM Featured Articles,
Posted 05 May 2003
Hot Prospects,
Posted 01 May 2003
In Why CRM Doesn't Work: How to Win by Letting Customers Manage the Relationship, author Frederick Newell reminds us who should really be in charge.
Magazine Features,
Posted 01 May 2003
Insight,
Posted 01 May 2003
Front Office,
Posted 01 May 2003
The stories of three contact center vendors that have put a great deal of thought into finding CRM tools that help them achieve their strategic goals.
Magazine Features,
Posted 01 May 2003
Hot Prospects,
Posted 01 May 2003
Hot Prospects,
Posted 28 Apr 2003
The Nice Feedback can route callers automatically, obviating the need for agent involvement. Additionally, callers can choose to have their voice complaint tape recorded, which can then be automatically linked to the survey results to gain greater insight.
CRM Featured Articles,
Posted 28 Apr 2003
Witness Systems today announced the completion of its acquisition of Eyretel, a U.K. provider of high-volume recording solutions.
CRM Featured Articles,
Posted 23 Apr 2003
How to create a charter for customer care.
Viewpoints,
Posted 21 Apr 2003
Mexico will be the most likely of all Latin American countries to see a call center outsourcing boom through 2007, due to it having the most stable government and economy in the region, says consulting firm Datamonitor.
CRM Featured Articles,
Posted 15 Apr 2003
|