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CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools.   |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
CRM
September 19, 2011 |
NICE to Acquire Fizzback The transaction will allow NICE to create a voice of the customer offering that combines direct, indirect, and inferred customer feedback. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
CRM
May 2010
Roy Hessel |
Seeing Customers Clearly Online eye-wear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle. |
PC Magazine
August 31, 2005
Jamie M. Bsales |
Easy Answers RSVMe is a free e-mail add-on that will help you get feedback from colleagues more efficiently. |
CRM
May 12, 2015 |
Reevoo Partners with Feedback Ferret on Travel App Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback. |
CRM
July 1, 2015 |
Waypoint Releases TopBox Account Engagement Platform TopBox offers feedback metrics for B2B firms. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
September 1, 2005
Colin Beasty |
Surveys: A Dying Breed? Enterprise feedback management (EFM) solutions are replacing the old-school method of customer feedback. |
CRM
March 2014 |
The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
January 2011
Lauren McKay |
Collecting Feedback Makes Cents A financial services firm invigorates its VOC program to better understand its business -- and its customers |
CRM
September 1, 2005
Colin Beasty |
Re: Tooling Business Problem: Customer Satisfaction Levels Are Too Low and Agents Are Not Cross- and Up-Selling Products Enough... Tech Solution: Agent Training Applications... |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
CRM
March 2007
Ian Jacobs |
Gethuman? Get Real. Arising from consumers' growing hostility toward interactive voice response systems, this new project's standard could work to deepen, not reduce, consumer dissatisfaction. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
Bank Technology News
April 2002
David Rountree |
Phone Glitches Drive Consumers to Competition Banks, more than most companies, are likely to lose customers when service quality slips... |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
Entrepreneur
September 2008
Robert Kiyosaki |
Hear This It may be hard to swallow, but negative feedback can get you heading in the right direction. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
Job Journal
September 28, 2003
Marty Nemko |
A Way to Grow How to find out how the boss feels about you. |
Job Journal
April 6, 2008
Brenda Ferguson |
How to be More Happy at Work Taking more control of your workday will improve your job satisfaction. |
CRM
July 9, 2015 |
Zappix Launches Visual IVR Survey Tool The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions. |
Financial Advisor
December 2006
Pomering & Littlechild |
Using Client Feedback To Unlock Client Value How can you use client feedback to unlock client value in your financial advisory business? |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
Fast Company
March 2004
Seth Godin |
How to Give Feedback Give great feedback! Most people don't. Here are four rules for making your input count. |
CIO
April 15, 2001 |
Listen Up! Learn to take advantage of the critical customer communications channel the Web represents. Most companies don't really know what their customers think of them. And the Internet is making the feedback gap worse... |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
September 1, 2009
Christopher Musico |
Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores. |
Bank Technology News
July 2005
Shane Kite |
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
InternetNews
December 12, 2007
Stuart J. Johnston |
Free Vista, If Microsoft Looks Over Your Shoulder Under the Windows Feedback Program, participants received software in return for monitoring their PC usage. |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
Job Journal
September 17, 2006
Bob Rosner |
Working Wounded: The Wrong Time for Feedback Knowing when it's the wrong time and place for giving effective feedback. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
