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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
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
PHONE+
December 3, 2009
Daniel Lonstein |
Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry. |
CRM
January 2010
Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
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. |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Banks Prove Top Performers in Call Center Study Banks are tops when it comes to their call centers, according to a new study. |
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. |
CIO
August 1, 2003
Edward Prewitt |
The Management Toolkit Balanced Scorecard, benchmarking, core competencies -- companies' use of these management tools and techniques and many others has boomed since the start of the recession in 2000, according to a survey conducted by consultancy Bain. |
Wall Street & Technology
March 21, 2006 |
Voice and Data Convergence Continues Voice over IP (VoIP) technology is poised to make a splash in trading rooms, 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
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
March 2004 |
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite). |
InternetNews
July 30, 2004
Craig McGuire |
In Focus: VoIP Need help making sense of the VoIP hype? Quick stats, fast facts about VoIP. |
CRM
March 1, 2005 |
Heard & Overheard Quotes from leaders in the CRM industry: If a customer has a bad experience with a CSR, or their needs are not being met, they will tell an average of... We really see Voice over IP today as the transport rather than the enabler... etc. |
InternetNews
September 7, 2005
Sean Michael Kerner |
IP PBX and Carrier VoIP Equipment Sales Continue to Climb IP PBX sales are up and Carrier VoIP Equipment sales have broken yet another record, according to stats from research firm Infonetics. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CFO
June 15, 2012
Marielle Segarra |
Going Digital Big data and digital marketing become top strategic priorities. |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
CRM
March 2012
Jim Dickie |
Are the CRM Wars Really Over? Existing CRM users would be well advised to test the waters to see if something that would work better for them exists. |
CRM
February 2003
Ginger Conlon |
Can't Get No Dissatisfaction In an exclusive survey conducted, CRM magazine finds that a surprising number of executives are pleased with their CRM system -- and with their results. |
CRM
July 1, 2003
Martin Schneider |
News in Brief The popularity of Internet protocol (IP) call centers will jump significantly in the next few years, according to research firm Datamonitor... Firms will again move away from smaller CRM implementations, returning to larger suite applications... etc. |
CRM
September 2015
Leonard Klie |
Contact Centers Continue Cloud Migration ContactBabel sees huge growth in hosted customer support |
CRM
September 2010
Daniel Hong |
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. |
Information Today
October 27, 2015 |
IMLS Fosters Extension of STEM Programs' Reach A $150,000 grant is being offered to the Association of Science-Technology Centers to help science centers and museums develop a pilot project for finding new ways to introduce young people to STEM programs and careers. |
The Motley Fool
July 16, 2011 |
Taubman Centers Earnings Preview Taubman Centers will unveil its latest earnings on Tuesday, July 19. |
Insurance & Technology
March 7, 2008
Nancy Feig |
The Greening of Data Centers To "green wash" their data centers, banks are looking to a number of new technologies, specifically IT asset management, server virtualization and data center cooling solutions. |
CRM
November 1, 2006 |
Statistically Speaking 47% of the 1,000 U.S. consumers Accenture surveyed have stopped doing business with a company within the past year... RFID software and services revenue is expected to be $3.1 billion in 2007... etc. |
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. |
PHONE+
Jon Heaps |
Top 7 Targets for Hosted Contact Centers Identifying the right targets for hosted contact center solutions. |
CIO
September 1, 2005
Edward Prewitt |
CRM Gains Ground as Management Tool The popularity of customer relationship management reflects two trends: an increased focus on customers and better knowledge of how to do CRM right. |
Food Engineering
December 1, 2005
Karen Schweizer |
25th Annual Salary & Job Satisfaction Survey: The Right Fit Improves Satisfaction How do you find employees who will be satisfied and loyal? One key -- provide balance. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
U.S. Banker
January 2011
Michael Sisk |
Center of Attention Long viewed as a necessary evil, the call center is emerging as a vital cross-selling and revenue-driving tool. |
CRM
May 2, 2005
Coreen Bailor |
Hosted Applications and VoIP: Ready for Contact Centers? Enterprises are debating these choices as their potential continues to mature. |
Investment Advisor
December 2006
Dan Sullivan |
The Top Ten Identifying your top 10 priorities for next year now will provide guidance for the journey and eventual satisfaction to investment advisors. |
InternetNews
September 28, 2004
Colin C. Haley |
BofA Banking on VoIP Bank of America today became the second marquee company in as many weeks to choose Voice over IP as a way to cut costs and improve productivity. |
The Motley Fool
July 28, 2011 |
Saul Centers Earnings Preview Saul Centers will unveil its latest earnings Monday. |
CIO
March 1, 2002
Lorraine Cosgrove Ware |
IT Spending Under pressure to limit IT spending, CIOs stick to core projects... |
CRM
August 27, 2003
Jim Dickie |
The CRM Report Card Is In Companies get fewer F's, but not nearly enough A's. |
CRM
December 2004
Coreen Bailor |
10 Technologies That Are Reinventing the CRM Industry Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. Consider the potential of the following 10 technologies. |
CRM
September 24, 2004
Coreen Bailor |
VoIP in the Contact Center: Another Fad or Here to Stay? Although VoIP is growing in popularity, its adoption has been anything but rapid. |
InternetNews
August 4, 2010 |
Microsoft Offers Tips to Green the Data Center Drawing on its experience building and maintaining large data centers around the globe, the software giant releases a whitepaper outlining best practices for energy efficiency. |
PC Magazine
June 22, 2004
Charlotte Wolter |
VoIP: The Right Call After years of hype and unfulfilled promises, IP telephony-- also known as Voice over IP (VoIP)--has finally evolved as a true option for small and medium-size businesses. |
The Motley Fool
July 28, 2011 |
Tanger Factory Outlet Centers Earnings Preview Tanger Factory Outlet Centers will unveil its latest earnings Tuesday. Analysts think investors should stand pat. |
CRM
March 1, 2004 |
Hot Seat: The Demand for On-Demand CRM CRM magazine posed the question, "Will hosted CRM ever eclipse on-site CRM in terms of popularity?" |
CRM
March 1, 2008
Christopher Musico |
Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home. |
Insurance & Technology
June 14, 2005
Anthony O'Donnell |
VoIP - Key to Convergence VoIP is a key milestone in the next generation of network technology in the insurance industry. |
Bank Systems & Technology
August 4, 2004
Katherine Burger |
Hedging Their Bets Business technology executives in the financial services sector continue to be positive, but increasingly cautious, about the possibility of an economic recovery in 2004. |
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. |
CRM
August 27, 2003
Lisa Picarille |
Vertical Focus: Government Some of the major trends in government CRM include increasing the amount of services offered online and improving the metrics to gauge CRM efforts. |
