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CRM
September 2011
Leonard Klie |
Sprint Goes From Customer Satisfaction Laggard to Leader Merced system helps reverse performance in just two years   |
The Motley Fool
December 31, 2007
Joe Magyer |
Dueling Fools: Sprint Bull Rebuttal Sprint may not be operating on all cylinders, but the market has clearly priced those low expectations into Sprint's shares. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Rising Stars -- ClickFox (The Quick Fox) Emphasizing the analytics of customer experience has helped ClickFox make inroads where others have struggled. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
The Motley Fool
January 18, 2008
Dave Mock |
Sprint Nextel: More Pain, No Gain Sprint Nextel prepares investors for a bad quarter; the company preannounces subscriber losses, as well as a round of layoffs and retail shop closings aimed to cut costs. |
The Motley Fool
August 2, 2010 |
Sprint's Hidden Upside Sprint Nextel reported earnings last week, and one of the big points of the conference call was what CEO Dan Hesse called a "two-and-a-half-year companywide obsession" with customer satisfaction. |
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. |
InternetNews
November 7, 2008
Judy Mottl |
Sprint Struggles to Keep Pace With Rivals With Sprint still losing money, market share and subscribers, CEO Dan Hesse was blunt this morning in admitting the No. 3 wireless carrier in the U.S. has much to do to correct its trajectory. |
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
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
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
The Motley Fool
May 1, 2006
Tarek Sultani |
Sprinting to the Wrong Customers Despite adding 1.3 million subscribers, Sprint's income managed to fall. Investors, this company doesn't look like it will be an attractive prospect for the next few years. |
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
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
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
The Motley Fool
May 1, 2007
Dave Mock |
Foolish Forecast: Sprint Nextel's Turnaround Attempt The wireless services provider is set to report its first-quarter 2007 earnings. Investors, here is what you can expect to see. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
InternetNews
October 29, 2009 |
Sprint Q3: Customer Exodus Continues The nation's third-largest carrier is still struggling as it reports a wider loss for the quarter. |
The Motley Fool
August 6, 2007
Dave Mock |
Foolish Forecast: How Now, Sprint Nextel? The wireless services provider will call in to report second-quarter earnings shortly. Investors, here is what you can expect to see. |
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. |
InternetNews
February 19, 2009
Judy Mottl |
Sprint Posts $1.6B Loss As Subs Exit Third-place carrier Sprint is banking on Palm Pre to stem subscriber drain. |
CRM
October 2004
Coreen Bailor |
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
InternetNews
July 29, 2009 |
Sprint Sees Wider Loss as Palm Pre Ramps Up Sprint sees wider second -quarter loss, but subscriber exodus narrows. |
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? |
InternetNews
November 14, 2008
Judy Mottl |
Sprint Asking for Layoff Volunteers Sprint is trying to reduce costs and the size of its labor force with a voluntary employee layoff program and a slew of operational reductions. |
InternetNews
February 17, 2005 |
Sprint Signs Up Convergys Sprint has signed a multi-million-dollar contract with human resources outsourcer Convergys. The agreement will bring voice and data onto a single platform for Convergys' call centers and data centers. |
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. |
The Motley Fool
October 31, 2007
Dave Mock |
Foolish Forecast: Sprint Nextel's Spinning Wheels In advance of third quarter earnings, analysts expect wireless services provider Sprint to report a slight decline in revenue, and a larger decline in earnings. |
The Motley Fool
August 6, 2010 |
Is Sprint a Value Investor's Dream? Last week Sprint released earnings, and the story was the same as usual: high cash flow while customers slowly bled away. |
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
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
The Motley Fool
February 3, 2004
Alyce Lomax |
Sprint's Wireless Wild Card As wireless loss widens, Wall Street expects a deal with IBM. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
The Motley Fool
December 31, 2007
Joe Magyer |
Dueling Fools: Sprint Nextel Bull Should investors see Sprint's turnaround gain traction, not only would they observe rising profits and cash flows, but they'd see multiple expansion to boot. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
InternetNews
January 12, 2007
Ed Sutherland |
Learning From Sprint's Stumble Sprint Nextel's recent troubles could serve as a lesson - both good and bad - for other wireless carriers, including newly-combined AT&T and Cingular wireless. |
The Motley Fool
April 3, 2007
Dave Mock |
Sprint Out of the Race Early The government snubs Sprint on communications contracts. Investors, take note. |
The Motley Fool
June 29, 2007
Dave Mock |
Top or Flop: Sprint's Midyear Update Sprint Nextel's stock isn't beaten down enough to make it an attractive turnaround play. The market has already been buying into the story over the last few months, which seems a little early, as the company still faces formidable competition. |
The Motley Fool
December 31, 2007
Dave Mock |
Dueling Fools: Sprint Bear Rebuttal Will things will get worse before they get better for investors in this wireless giant? |
InternetNews
August 22, 2006
Ed Sutherland |
Sprint 'Change' Cuts COO CEO Forsee to assume duties as part of Sprint Nextel's restructuring efforts. |
The Motley Fool
August 16, 2011
Dan Radovsky |
How Can Sprint Be Rated "Outperform"? I just have to scratch my head at analysts' ratings. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
The Motley Fool
March 9, 2011
Anders Bylund |
Sprint and T-Mobile Merger Not Likely Will these star-crossed lovers ever be married? |
InternetNews
October 11, 2006
Erin Joyce |
Sprint's Board Chairman to Exit Former Nextel chairman is second executive in fewer than two months to step down. |
BusinessWeek
February 21, 2008
Spencer E. Ante |
Sprint's Wake-Up Call Reversing a miserable service reputation after the Nextel merger will be key to the company's turnaround. |
