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CRM Magazine: April 2005
Magazine Features
Our Service Elite awards, chosen by the editors, are presented to the customer care operations that have delivered impressive results by achieving satisfaction and customer return on investment that set the standard for the rest of the industry. We recognize Elite customer care implementations in the fields of knowledge-base tools, agent-facing desktop applications, quality monitoring, workforce management, speech solutions, and contact-center outsourcing services.
An aggressive integrator, Concerto orchestrates streamlined call center operations in 2005.
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
 
Front Office
May the efforts of the 2005 Service Leaders, Service Excellence, and Service Elite award winners continue to build and maintain consumer trust and satisfaction.
 
Reality Check
Consider replacing your desktop PC with a Tablet PC.
 
Customer Centricity
Lawmakers are taking aim at companies that use offshore call centers.
 
Insight
Consumers aren't necessarily supportive of all that vendors are trying to do to provide customers with cost-effective support.
New corporate pairings may have little to do with customer strategy.
Violating corporate integrity and consumer trust can cripple sales.
More customers are adopting Web self-service, but not all customers are satisfied.
Small-business owners are 54 percent more likely to be receptive to email than the general population. --Experian
"You want to be [brave] enough to want to be creative, try new things, while still growing revenue."
Can on-demand CRM developers cleanly cross over into offline operation?
An industry analyst speaks out on breathing life back into sluggish customer relationship efforts.
 
Secret of My Success
The fashion forward boutique gains a unified view of its luxury-item customers by improving order management and sales.
 
Analyze This
The next level of instant messaging applications can improve agent performance.
 
Diary of a CRM Initiative
Month 10: Allaying a state of bad data panic.
 

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