The 2008 CRM Service Awards: Elite -- Introduction

As consumers increasingly expect only the best in customer service, it's no surprise companies are continually searching for ways to improve their customer-care processes to maintain a competitive advantage.

CRM magazine recognizes dozens of companies throughout the year that have achieved impressive results from their investments in -- and commitments to -- contact center services and technology. But the four service-and-support deployments profiled on the following pages -- in the areas of interactive voice response, workforce management, and Web self-service -- deliver in style.

-- By Marshall Lager, Christopher Musico, Jessica Sebor, and Jessica Tsai

• BOK Mortgage: Lending a Hand
  Varolii Corp.'s software helps BOK Mortgage reduce the number of delinquent accounts.

• International Cruise & Excursions: Uncharted Waters
  International Cruise & Excursions sails into workforce management with Aspect Software.

• iRobot: Unmanned Service
  Automation is second nature to robotics supplier iRobot, making automated customer service from RightNow Technologies a solid match.

• JPMorgan Chase Card Services: Credit Where Due
  JPMorgan Chase Card Services has Enkata to thank for a unification of agent metrics.

[Please Note: To see the 2008 Service Awards Issue's full table of contents, please click here.]