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CRM
April 2007
Bailor et al. |
The 2007 Service Elite Here are five companies that realized eye-catching returns on their contact center services and technology investments: Juniper Networks, Web-Support Services... Taylor Corporation, Workforce Optimization... etc.   |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
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
April 1, 2007
Colin Beasty |
Business Problem: CSRs Are Inundated with Routine Customer Inquiries, Which Increases Wait Time and Reduces Agent Effectiveness. Tech Solution: Speech-enabled IVRs. Aspect Customer Self-Service... Cisco Unified Customer Voice Portal... VoiceObjects 6... |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. |
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
October 2003
David Myron |
How to Overcome the Call Center Conundrum Five ways to improve efficiency without sacrificing relationships. |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
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
March 2004
Jason Compton |
The 2004 Service Elite Five companies that have gained impressive returns on their customer service implementations. |
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
March 2011 |
The 2011 Service Elite This quartet of service winners cuts across the corporate spectrum - from IT management and telecom, to vision care, and energy. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
Bank Technology News
January 2006
John Adams |
Call Center Service: Looking For A Handle To Reduce 'on Hold' Institutions like Provident Bank are using call routing and data mining technology to reduce inbound call duration and to improve overall service for customers. |
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
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
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
December 2011
Marshall Lager |
HauteLook Gets Help for Help Online discounter taps RightNow for customer care. |
Bank Technology News
June 1, 2008
Michael Sisk |
Doing More With Less Financial institutions may need to squeeze costs out of the enterprise as aggressively as possible, but ideally not so far that customers notice. |
CRM
May 2012
Donna Fluss |
Making Sense of the Hosted Contact Center Infrastructure Market A 2012 buyers' guide. |
New Architect
March 2002
Jonathan Eisenzopf |
Updating Your System Is VoiceXML right for your customer service strategy? |
CRM
April 1, 2006
Coreen Bailor |
Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business. |
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. |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
PHONE+
Jon Heaps |
Top 7 Targets for Hosted Contact Centers Identifying the right targets for hosted contact center solutions. |
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
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Interactive Voice Response IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
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
February 2010
Christopher Musico |
Stressed and Distressed Under-appreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension - and raise satisfaction - on both sides of the call. |
CRM
November 2003
David Myron |
Tackling Sudden Support Surges Charter implemented SupportSoft's Service Automation Suite, a Web self-help and assisted service application, to provide personalized support for customers' connectivity issues. |
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
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
June 1, 2004
David Myron |
Hosting Hits Call Centers ASP and traditional CRM vendors alike are in a race to capture share of the hosted contact center market. |
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
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
April 2011
Leonard Klie |
IVR Personalization: Strike the Right Balance Too much familiarity can repel customers, so IVR designers must take pains to build the right systems. |
CRM
May 2012
Leonard Klie |
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service. |
CRM
December 2010 |
Separating Fact From Fiction Addressing myths regarding upgrading non-vXML-based applications and improving IVR applications. |
CRM
June 27, 2014
Damon Lockwood |
How Big Data Can Transform the Customer Journey Add essential insight to contact center and back-office operations. |
CRM
May 1, 2006
Coreen Bailor |
Like a Circle in a Spiral Making your interactive voice response system as user friendly as possible will help increase customer loyalty and keep costs down. |
Insurance & Technology
December 1, 2009
Anne Rawland Gabriel |
Homesite Adopts VOIP for Call Center Operations Homesite Insurance Group achieves efficiency and sales goals by automating call center operations with Echopass' IP telephony-based Contact Center On-Demand. |
