Call Center Research

Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... Customer Relationship Management and Service Resolution Management and Research/ResearchHighlights/CRM/2007/12 ... Bolstering Call Center (and Other CRM) Processes. ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_14_07_1.asp - 19k - 2007-12-14 Summary: Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... Customer Relationship Management and Service Resolution Management and Research/ResearchHighlights/CRM/2007/12 ... Bolstering Call Center (and Other CRM) Processes. ... http:/.../Research/ResearchHighlights/CRM/2009/09/research_notes/TU_CR_PJ_09_04_09_1.asp - 19k - 2009-09-04 Summary: Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Knowledge Management: The Core of Service Resolution Management

by P.J. Jakovljevic ... management (CRM) can help companies retain both their call center agents and their customers. For more background, please see Research/ResearchHighlights/CRM ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_12_07_1.asp - 14k - 2007-12-12 Summary: Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management software, which helps companies segment and then distribute the information their customers want to know.

Ingredients of a Comprehensive Retail Suite for SMBs » The TEC ...

... return material/product management; call center reporting; marking campaign reporting. ... s analysts are considering as they create the research Evaluation Center. ... blog.technologyevaluation.com/blog/2009/07/24/ingredients-of-a-comprehensive-retail-suite-for-smbs/ - 46k - 2009-07-24

CRM Software Research and Evaluations

... Research Articles. ... [2007.12.14] Bolstering the Call Center with Service Resolution Management Processes PJ Jakovljevic. More news… ... http://www.technologyevaluation.com/request/sre_crm_1.asp - 44k - 2009-09-09

Integrating Customer Relationship Management and Service ...

by P.J. Jakovljevic ... The contact or call center is constantly changing, and businesses need ever ... Also, as many research and surveys report, companies have traditionally focused too ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_07_07_1.asp - 17k - 2007-12-07 Summary: The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

When Customer Relationships Meets Business Intelligence Marketing ...

by P.J. Jakovljevic ... BI, which is possibly best illustrated within the market automation (MA) and customer service and call center markets (see research/ResearchHighlights/eCommerce ... http:/.../Research/ResearchHighlights/CRM/2005/08/research_notes/VN_CR_PJ_08_12_05_1.asp - 14k - 2005-08-12 Summary: For many reasons, SAS's alliance with Amdocs and partnership with Aprimo might be some of a few vendor partnerships where customers and the vendors benefit.

Will That Wretched ERP Finally Die? Possibly, But Only the Acronym ...

by P.J. Jakovljevic ... at the beginning of April, which was hosted by a leading research house ... Any step can involve any channel of communication - the Web, the call center, field staff ... http:/.../Research/ResearchHighlights/BusinessApplications/2000/05/news_analysis/NA_BA_PJ_05_01_00_1.asp - 10k - 2000-05-01 Summary: Yet another ERP doom saying. This time, a prediction was given that ERP systems will only host 40 percent of business applications by 2004 partly due to the rise of collaborative commerce.

Teloquent To et: Now You Can Call Or Use The Web

by D. Geller ... Together with some of its other products Teloquent can enable a company to build a very functional combined media call center, and should have no trouble ... http:/.../Research/ResearchHighlights/eCommerce/2000/04/news_analysis/NA_EC_DPG_04_21_00_1.asp - 5k - 2000-04-21 Summary: Teloquent introduced a new release of its software to integrate phone and web-based customer service.

Off-shoring: Are You Getting Your Money's Worth?

by Joe Strub ... Just by the nature of the volume of calls, call center support (ie ... For example, according to Technology Business Research, at current compounded annual growth ... http:/.../Research/ResearchHighlights/Outsourcing/2006/08/research_notes/MI_OE_XJS_08_30_06_1.asp - 21k - 2006-08-30 Summary: Are companies that offshore software development, call center operations, and remote implementations really saving money? Are customers and users realizing benefits? Indeed, there are areas where savings can be misstated. But companies can do something to protect themselves against disappointments.