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CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine.   |
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. |
CRM
June 1, 2012
Mike Sheridan |
From Contact Center to Next-Generation Engagement Center Companies must update and break down the silos in their operations and, more than ever, examine the state of their current company-customer relationships in order to stay competitive. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
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
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
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. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
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
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
CRM
May 7, 2015 |
NICE Expands Its WFM, Analytics, and Recording Solutions Employee Engagement Manager added to NICE's workforce management solution, while Vidyo integration and cloud availability announced for its analytics products. |
Global Services
November 29, 2007 |
The Future of Contact Centers The ideal contact center of 2010 will be a profit center, with primary revenue-generation responsibility, with growing revenues coming from Gen. Y consumers who are interacting using technology. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
Insurance & Technology
March 18, 2005
Peggy Bresnick Kendler |
Optimizing Multi-Channel Sales force automation and enterprise incentive compensation systems not only help make insurers' sales efforts more productive, they also improve customer service, customer retention and compliance. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
Insurance & Technology
June 10, 2009
Anthony O'Donnell |
The Key to Keeping Customers Is Getting to Know Them Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
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
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
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
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
Insurance & Technology
May 26, 2010
Anthony O'Donnell |
Carriers Shifting Distribution Dollars To Mobile, Accenture Research Finds Insurers are planning to invest on average $84 million on strategic distribution improvements over the next three years according to a survey of 125 insurers globally. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
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
June 9, 2014
Leonard Klie |
Pegasystems Releases Customer Process Manager for Insurance PCMI enables insurers to deliver consistent customer service across channels. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
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
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? |
Insurance & Technology
November 26, 2003
Cynthia Saccocia |
Placing Your Bets Technology Will insurers ante up on technology investments in front-office or back-office systems in 2004, or hold back? In this exclusive preview, TowerGroup assesses the field. |
CRM
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
Insurance & Technology
November 17, 2004
Peggy Bresnick Kendler |
Functional Evolution No longer just facilities that answer consumers' questions, today's contact centers leverage self-service and voice technologies to improve customer loyalty and retention, and even boost profits. Here is what four industry experts have to say about the evolution of the contact center. |
Insurance & Technology
January 25, 2005
Cynthia Saccocia |
Did You Say Controlled Tech Spending? Aw, Not Again! Insurance is an industry that reacts decisively to its business cycles and urgently to intrusions of reality such as catastrophic claims, economic issues and regulation. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
January 2010
Lauren McKay |
Insurance -- Pursuing a New Policy The insurance industry is slowly shifting from traditional to trendy. |
CRM
August 23, 2013
Hertz et al. |
How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention. |
Insurance & Technology
May 19, 2009
Kaytes & Josefowicz |
Technology and the Science of Customer Retention Data accessibility, analytics, rules-driven workflow, and process visibility can supply the capabilities insurers need to retain profitable customers. |
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. |
Bank Systems & Technology
January 14, 2004
Cynthia Ramsaran |
Contact Centers or Cost Centers? IM, e-mail and cross-selling are among the ways banks are striving to improve service and profitability in their contact centers. |
CRM
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
CRM
April 2014
Leonard Klie |
3 Reasons to Boost Your Contact Center's Strategic Value Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate. |
Bank Systems & Technology
January 3, 2006
Maria Bruno-Britz |
Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results. |
CRM
December 2, 2011
John O'Hara |
Driving Lifetime Relationships Customers are not like cars, but your business should be. |
