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Articles: Financial Services/Banking
The nGenera company's latest release looks to proactively avoid potentially poor experiences.
New research from DMG Consulting finds one out of every five contact centers is without a plan for business continuity or disaster recovery.
CRM Acceleration '08: The cofounder and CEO of the open-source CRM pioneer says that the best technology can finally win in this industry -- and that one day SugarCRM "will be a billion-dollar company."
Good service helps make you recession-proof.
SpeechTEK '08: As this year's conference opens, industry analysts, consultants, and providers say vendors must shed their distorted views on end-user opinions of speech automation.
New research from Aberdeen finds unified communications is on the minds of many, but more work needs to be done to clear up misconceptions.
Act! by Sage 2009 keys in on user requests, aiming to improve their experience.
The financial services industry overhauls its customer service.
CallCopy's cc: Survey enables data collected by customer service agents to influence the entire organization.
A three-phase approach to reaching social media maturity.
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
Magic Quadrant for Data Mining '08: Packaged applications are all the rage -- but as the pair atop the list remains the same, a Visionary emerges overseas.
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