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Articles: Financial Services/Banking
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.
ID Analytics' new authentication solution looks to break high-cost boundaries.
The latest study from the CFI Group finds customer satisfaction remains an important competitive differentiator.
A recent study from the SSPA finds "higher-than-expected" gains in customer community and wiki adoption.
The vendor's latest on-demand contact center platform underscores the importance of monitoring calls in real time.
Selectica releases its latest sales configurator, optimized for field agents with high-end laptops.
West at Home says its new Locked-Down Desktop Security Environment will help a company manage its at-home reps through each agent's own computer.
These four implementations -- successfully undertaken by wildly different companies utilizing products from a variety of vendors -- represent the very best of this year's efforts.
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