In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer.
Magazine Features,
Posted 01 Apr 2008
Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.
Magazine Features,
Posted 01 Apr 2008
While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.
Magazine Features,
Posted 01 Apr 2008
Replacing computer-telephony integration (CTI), this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.
Magazine Features,
Posted 01 Apr 2008
JPMorgan Chase Card Services has Enkata to thank for a unification of agent metrics.
Magazine Features,
Posted 01 Apr 2008
Highlights from the month's news.
Insight,
Posted 01 Apr 2008
Lofty statements too often end up as small and meaningless actions.
Customer Centricity,
Posted 01 Apr 2008
New kinds of software solutions are playing an integral role in helping companies provide faster and more accurate support.
Front Office,
Posted 01 Apr 2008
IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.
Magazine Features,
Posted 01 Apr 2008
Automation is second nature to robotics supplier iRobot, making automated customer service from RightNow Technologies a solid match.
Magazine Features,
Posted 01 Apr 2008
Varolii Corp.'s software helps BOK Mortgage reduce the number of delinquent accounts.
Magazine Features,
Posted 01 Apr 2008
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
Insight,
Posted 01 Apr 2008
The deal may help U.K.-based Graham extend the global reach of its ciboodle CRM product, but analysts caution that growth may be more elusive in the United States.
Daily News,
Posted 01 Apr 2008
Business Problem: Inability to understand or organize customer feedback in order to retain customers and improve overall service.
Re:Tooling,
Posted 01 Apr 2008
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
Scouting Report,
Posted 01 Apr 2008
Collecting rewards made easy with a single swipe.
Daily News,
Posted 31 Mar 2008
The rewards are worth reaping.
Viewpoints,
Posted 28 Mar 2008
A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs.
Daily News,
Posted 28 Mar 2008
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Daily News,
Posted 27 Mar 2008
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