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CRM August 1, 2003 David Myron	Talk Is Cheap Some industry experts are now suggesting that companies bring customer support back to the telephone.
CRM January 2012 Leonard Klie	Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex.
CRM April 1, 2006 Colin Beasty	Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money.
CRM July 8, 2013	New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice.
CRM August 2011 Leonard Klie	Changing the Channel Research reveals how consumers will contact customer service within the next two years
CRM September 2010 Koa Beck	11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power.
CRM June 7, 2013 David Lloyd	Prepare for the Age of the Customer Advances in technology will help contact centers shine.
CRM May 2008 Barton Goldenberg	Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook.
CRM January 2004 Jason Compton	The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles?
CRM February 22, 2013 Paul Lang	What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore.
CRM August 2, 2010 Alex Dayon	From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control.
CIO December 2, 2013 Stephanie Overby	Call Centers Suffer From Big Data Overload Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey.
CRM April 2008 Jessica Tsai	The 2008 CRM Service Awards: Rising Stars -- Spoken Communications Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight.
CRM October 2003 Ginger Conlon	The Great Service Debate Used properly, self-service applications can enhance the buyer-seller relationship.
CRM August 19, 2011 McNally & Walheim	Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance
CRM November 2013 Leonard Klie	Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going?
CRM May 2005 Coreen Bailor	Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.
CRM September 2014 Leonard Klie	Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today.
CRM December 2009 Donna Fluss	Presence Is Accounted For Is unified communications the next disruptive technology for customer service?
CRM February 2015 Leonard Klie	The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind.
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 January 1, 2007 Jim Blayney	Self-Help, Not Hindrance Here is how to immediately increase efficiency and user satisfaction by applying IT service management self-help technologies wisely.
CRM September 26, 2014 Jake Wobbrock	Changing Consumer Behaviors Make Self-Service Growth Inevitable To give today's customers what they want, help them help themselves.
CFO January 1, 2005 Karen Bannan	Ernestine, Meet Julie Natural language speech recognition is markedly improving voice-activated self-service.
CRM October 2012 Donna Fluss	IVRs Get a Bad Rap There's no excuse for not investing in these systems.
CRM April 2003 David Myron	Delivering on its Promise CRM is turning call centers into profit centers.
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.
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 January 30, 2012 Gustaf Sahlman	Customer Service Gets Smart with Artificial Intelligence Mimicking customer care agents, this technology offers improved customer satisfaction and a healthier bottom line.
CRM October 2007 Coreen Bailor	Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
CRM August 2005 Coreen Bailor	Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions.
CRM June 9, 2015	Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace Jacada has joined the Interactive Intelligence Global Alliance Program.
CRM November 1, 2006 Colin Beasty	Business Problem: Poor e-mail Response Times Lead to Increased Numbers of Phone Calls to the Contact Center Tech Solution: e-mail management tools. KANA Response... Kintera CRM... Talisma Email...
CRM October 2003 David Myron	How to Overcome the Call Center Conundrum Five ways to improve efficiency without sacrificing relationships.
CRM December 2010 Koa Beck	Changing the Mobile Channel Mobile service is finally catching on with consumers of all ages -- but not everyone is embracing the same methods
CRM September 2, 2011 Duke Chung	Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience.
CRM August 8, 2014 Karnail Jita	The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off.
CRM November 2, 2012	Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market.
CRM July 12, 2011 Leonard Klie	Avaya Adds to Its Aura Contact Center Suite New contact center products enable companies to compete more effectively through personalized customer experiences across media channels.
CRM March 2011	Is a Contact Center Revival 'Up Around the Bend'? The idea of customers helping customers appeals to organizations for its low-cost and brand-building benefits. Vendors were evaluated based on their ability to provide Web self-service, email management, click to call, chat, and social media community support.
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 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 December 2006 Marshall Lager	The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
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.
CRM June 2004 Emmy Favilla	10 Strategies for Customer Service Success Contact center managers can no longer define success by call duration alone.
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.
CRM January 25, 2013 Leonard Klie	Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role.
CIO June 1, 2006 Susannah Patton	Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold.
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 October 2010 Koa Beck	Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities.