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Articles: Financial Services/Banking
destinationCRM Exclusive: New survey data finds customer adoption is growing, but companies need to create a strategy to attract -- and keep -- loyal channel users.
Annual Call Center Exhibition '08: In an environment where attrition and change are rampant, one speaker argued without passion, contact center agents are lost.
Annual Call Center Exhibition '08: According to the keynote presenter, only a personal connection can lead to true satisfaction.
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
100 percent of companies surveyed by Aberdeen Group report either having customer experience management in place or planning on having it within 30 months.
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.
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