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Abstract:
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. (...)
Excerpt related to
call center information:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
Automating Your Call Center Feedback. Solutions and Other Documents to Characterize Your Buy, In Relation To Automating Your
Call Center Feedback. Almost everyone has had a bad call center experience—due to long queues, ineffective interactive
voice response (IVR) systems, or an agent who doesn’t (...)
Excerpt related to
call center information:
Automating Your Call Center Feedback. Solutions and Other Documents to Characterize Your Buy, In Relation To Automating Your
Call Center Feedback. ...
Published:
2010-03-11
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Abstract:
Washington Information Network 2-1-1 (WIN 211), was the non-profit organization tasked with implementing an integrated call
center solution in the State of Washington (US). WIN 211’s challenge was to define system requirements, and select a vendor
that could interconnect eight call centers into a singl (...)
Excerpt related to
call center information:
Washington Information Network 2-1-1 (WIN 211), was the non-profit organization tasked with implementing
an integrated call center solution in the... ...
Published:
2010-03-11
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Abstract:
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. (...)
Excerpt related to
call center information:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Until recently, customer interaction technologies were often considered too complex and costly for all
but the largest businesses to justify. But today that pict (...)
Excerpt related to
call center information:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Un...
Published:
2010-03-11
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Abstract:
Case Study: VAI Implements E-commerce Solution for Hearing Aid Provider. Download the most recent Reports for the VAI Implementation
of an E-commerce Solution for Hearing Aid Provider. For hearing aid manufacturers, it’s vital to be able to design a quality
product and deliver it quickly. When Widex dec (...)
Excerpt related to
call center information:
... such as order placement, training registration and access to current product information.
In addition, dispensers were phoning the call center or mailing in ...
Published:
2010-03-11
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Abstract:
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. (...)
Excerpt related to
call center information:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's Guide.
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact
center solution, your company can boost revenues, retain cu (...)
Excerpt related to
call center information:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's
Guide. A call center can be so...
Published:
2010-03-11
-
Abstract:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's Guide.
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact
center solution, your company can boost revenues, retain cu (...)
Excerpt related to
call center information:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's
Guide. A call center can be so...
Published:
2010-03-11
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Abstract:
In less than six months, RxAmerica was able to respond to unprecedented call volume—primarily from seniors seeking information
on the US Medicare prescription drug program—by increasing their service representative population by more than 500 percent,
and by opening 6 new call centers. The cornerston (...)
Excerpt related to
call center information:
... Paper Description: In less than six months, RxAmerica was able to respond to unprecedented call
volume—primarily from seniors seeking information on the US ...
Published:
2010-03-11
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Abstract:
Siebel Systems announces two alliances that promise new relevance for its customer relationship management software. (...)
Excerpt related to
call center information:
Siebel Systems announces two alliances that promise new relevance for its customer relationship management software.
Published:
2000-03-10
-
Excerpt related to
call center information:
... information-sharing. The most advanced options would be the KM solutions that can be
used by hundreds and thousands of employees, as with some call center and ...
Published:
2008-12-23
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Abstract:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable business definitions mapped to the different CRM system schemas throughout the organization. (...)
Excerpt related to
call center information:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable bus...
Published:
2002-12-25
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Abstract:
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience.
Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework
to manage data on a continuous basis. (...)
Excerpt related to
call center information:
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience.
Implementing CDI...
Published:
2009-09-11
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Abstract:
Recession? Steal Market Share by Increasing Customer Service!Secure Documents and Other Dynamic System to Use In Your Organization
of Steal Market Share by Increasing Customer Service. During a recession, don’t follow the cost-cutting crowd. Of course,
be frugal, but in areas that don’t touch the cust (...)
Excerpt related to
call center information:
Recession? Steal Market Share by Increasing Customer Service!Secure Documents and Other Dynamic System to Use In Your Organization
of Steal Market ...
Published:
2010-03-11
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Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, is the Lexicon of CRM. (...)
Excerpt related to
call center information:
CRM itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and mea...
Published:
2001-10-12
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Abstract:
Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation. Find
Free White Papers, Case Studies, and Other Resources Associated with Workforce Automation and Interaction Center ROI. Interaction
center managers must deliver greater value on small (...)
Excerpt related to
call center information:
Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation. Find
Free White Papers, Cas...
Published:
2010-03-11
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Abstract:
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. (...)
Excerpt related to
call center information:
Are companies that offshore software development, call center operations, and remote implementations really saving money?
Are customers and users ...
Published:
2006-08-30
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Abstract:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need to differentiate customers' experiences from the competition, to enhance customer loyalty and increases
profitability. (...)
Excerpt related to
call center information:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need...
Published:
2005-08-03
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Abstract:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations
across multiple channels, extract actionable d (...)
Excerpt related to
call center information:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC ana...
Published:
2012-01-12