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CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete.   |
CRM
November 15, 2010
Zor Gorelov |
The Decline of IVR The always-connected customer prefers self-service smartphone applications. |
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
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
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? |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
CRM
September 13, 2011
Leonard Klie |
Nuance Builds Out Its Mobile Advantage Portfolio The new solutions are designed to steer customers to mobile smartphone apps for self-service. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
Bank Technology News
January 2010
Michael Sisk |
Texting The Call Center Many banks offer text-based alerts around account balances, but two-way interactions are generally limited to transactional information; and capabilities have not progressed much in the past year. Now there are signs that consumers are growing disenchanted. |
CRM
January 10, 2014
Meredith Flynn-Ripley |
Texting, UC, and More: The Future of Business Communication Trends and predictions for 2014. |
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
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
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
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. |
CFO
July 1, 2005
John Edwards |
Help Yourself Customer self-service is finally catching on with consumers -- and saving businesses a bundle in the process. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
Bank Technology News
December 2007 |
Mobile banking: Are Texting Services Here to Stay or Not? Text-message banking isn't considered a killer app, but qualifies as the easiest road to launching mobile financial services. |
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. |
JavaWorld
March 2001
Sonal Bansal & Gaurav Pal |
Deliver cellular messages with SMS The growth in mobile communication devices has fueled demand for Internet-enabled services that those devices can readily access. This article details a practical server-side Java-based push solution that can provide information services to cell phones via SMS... |
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? |
Bank Technology News
March 2010
John Adams |
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. |
PHONE+
October 21, 2009
Amanda Berkey |
Text Your Way to Marketing Success Here are some examples of how text messaging can be used to target and communicate with customers in a business-to-business setting. |
InternetNews
June 10, 2009
Michelle Megna |
Mobile Users Want Local Content Latest data supports local mobile content as emerging trend while smartphone sales show no sign of slowing down. |
PC Magazine
July 15, 2010
Sascha Segan |
AT&T's Insane Service Plan Strategy The carrier's charges for feature phones and smartphones make no sense. |
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. |
InternetNews
May 17, 2010 |
Americans Ditch Landlines, Turn to Mobile Data Americans are ditching their landlines and going all mobile, with a focus on wireless Internet and texting - with major implications for consumer and business communications. |
InternetNews
October 7, 2004
Sean Michael Kerner |
Texting Your Google Search The company extends its reach to mobile users through SMS search service. |
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
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
InternetNews
October 24, 2006
David Needle |
Giving Voice to Text Messages Beta of voice recognition text message software beats Guinness world record holder. |
InternetNews
February 7, 2005
Michael Singer |
Macromedia's ColdFusion Looks Beyond the Web ColdFusion MX 7 has been re-architected with Java J2EE 1.4 and introduces interactions with mobile phones using short message service (SMS) text messaging as well as standard Web-based instant messaging clients. |
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
May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
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
December 2009
Christopher Musico |
No Substitute for Experience When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now. |
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. |
CIO
November 11, 2009
Jeremy Kirk |
New Markets: Apps That Use Your Phone to Fight Credit Card Fraud SMS service notifies customers when their cards are charged, helping them identify fraudulent transactions faster. |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
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 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. |
CRM
December 16, 2010 |
Utilities Need to Improve Customer Experiences to Create Loyalty, Survey Finds A Twitter poll conducted by Nuance signals new opportunities for utilities to use mobile self-service and proactive notifications to improve the customer service experience. |
PC Magazine
May 1, 2009
Dan Costa |
One Cell Phone Per Child One laptop per child is a great idea, but it's the cell phone that's really changing the developing world. |
CRM
March 9, 2012 |
Personalized Priority Messaging Short message service provides key benefits for small and medium businesses. |
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... |
InternetNews
August 31, 2007
Mike Elgan |
Text Messaging On Steroids Joopz is a Web site that lets you send SMS text messages from a Web browser. |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
CRM
December 2010
Juan Martinez |
No Longer The Text-Best Thing Text messages remain a big part of any mobile campaign, but these days a multichannel approach is what really connects |
CRM
June 6, 2011
Leonard Klie |
Nuance Launches Complete Care Multichannel Solutions Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care. |
