The reality is that companies have to continuously work at understanding the changing face of customer expectations.
Experts on Call,
Posted 28 Jul 2003
CRM requires a full integration of all pre- and postsales services systems operating from a common database, using a variety of voice, data, and image communication links (wireless, Internet, etc.).
Viewpoints,
Posted 28 Jul 2003
According to a recent study, 32 percent of the typical workweek is spent helping others resolve questions.
CRM Featured Articles,
Posted 22 Jul 2003
A recent Aberdeen Group study reveals that enterprises are expected to increase their technology budgets by an average of 3.4 percent over the next six to 12 months, and CRM-related applications are helping to fuel the growth.
CRM Featured Articles,
Posted 21 Jul 2003
Through KM support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line.
Viewpoints,
Posted 21 Jul 2003
Kanisa5 is designed to improve agent productivity and reduce incident volume by incorporating various features like one-click CRM-data access, self-learning guided-search capabilities, and collaboration capabilities that help agents digitally connect to experts via a digital chat forum.
CRM Featured Articles,
Posted 17 Jul 2003
Identifying valuable customers using CRM solutions is key, because it allows retailers to target them with increased service levels, this generating more revenue.
CRM Featured Articles,
Posted 16 Jul 2003
Using natural language capabilities, the Banter Server, which will be preintegrated with KANA Response, can understand the intent of customers' emails and provide a suggested response for agents.
CRM Featured Articles,
Posted 15 Jul 2003
New research claims there is a critical shift in the consumer mindset.
CRM Featured Articles,
Posted 14 Jul 2003
Your decision to implement an e-service solution should be a strategic one that includes vendor research and analysis prior to selection.
Experts on Call,
Posted 14 Jul 2003
Zeacom's screen pop capabilities can cut as many as 12 seconds from of each call, according to Zeacom CEO Miles Valentine.
CRM Featured Articles,
Posted 10 Jul 2003
The study focused on 147 call center managers and senior executives from 24 wireless, wire-line, cable, and satellite companies.
CRM Featured Articles,
Posted 09 Jul 2003
Onyx Software has released CRMExpress; WebSideStory has introduced new campaign analytics and optimization capabilities for its HitBox Enterprise analytics service; Genesys Telecommunications Laboratories is extending its Internet Protocol (IP) family with the introduction of Enterprise IP Contact Center.
CRM Featured Articles,
Posted 09 Jul 2003
Enable your company to monitor disparate contact centers from a single location with centralized administration; enterprise integration; enterprise solutions; and centralized view and reporting, among other attributes.
Experts on Call,
Posted 07 Jul 2003
Insight,
Posted 01 Jul 2003
Roughly 85 percent of the registrations occurred online (primarily at www.donotcall.gov).
CRM Featured Articles,
Posted 01 Jul 2003
Front Office,
Posted 01 Jul 2003
It's a product that's designed to help its customers shave seconds off calls, but the way DirectQuest works has led to both benefits and controversy.
Insight,
Posted 01 Jul 2003
Hot Prospects,
Posted 01 Jul 2003
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