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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. |
CRM January 2012 Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
Bank Systems & Technology March 29, 2006 Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service. |
CRM November 15, 2010 Zor Gorelov |
The Decline of IVR The always-connected customer prefers self-service smartphone applications. |
Bank Technology News June 2011 Tim Murphy |
App vs. Website For just about any banking need, there's a mobile banking app or a website you can hold in the palm of your hand. The question of the moment is app, website, or both? |
CRM February 14, 2014 Nikhil Govindaraj |
Easier Customer Service Increases Consumer Satisfaction Pushing a button for service is becoming a growing reality. |
CRM October 2012 Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
CRM February 2015 Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
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 September 25, 2015 Leonard Klie |
Zappix Expands Global Support for Its Visual IVR Zappix now allows companies to provide visual IVR mobile smartphone solutions for iPhone, Android, and the Web in multiple languages. |
CRM April 16, 2015 |
Zappix Launches Visual IVR Big Data Analytics Zappix Visual IVR now includes a big data analytics suite, allowing companies to get a true picture of multichannel interactions. |
CRM April 2014 Leonard Klie |
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. |
CRM November 2015 Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
CRM August 2011 Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
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 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. |
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. |
Bank Systems & Technology October 28, 2004 Peggy Bresnick Kendler |
Contact Centers It is critical for banks to have well-trained contact center personnel and to implement the latest self-service and voice technologies. |
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 November 1, 2006 Coreen Bailor |
Speech Recognition Leads to R&R Fluency Voice Technology helps a travel services company provide its customers with more communication choice. |
Bank Systems & Technology November 3, 2009 Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
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 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 November 16, 2012 Mayur Anadkat |
Mobile Application Success Strategies A pretty app is nice, but the key is giving customers a reason to come back. Brands should be creating apps with the intention that they will continually evolve and provide functional use to consumers. |
CRM February 1, 2007 Walter Rolandi |
Decrease IVR Hang-Ups Want a more effective interactive voice response system? Here are a few rules that can help prevent customer loss. |
CRM November 2005 Coreen Bailor |
Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off. |
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 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. |
CFO November 1, 2010 David McCann |
Attack of the Apps Primed by their experiences as consumers, workers yearn for a greater diversity of mobile business apps -- and they're getting them. |
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 April 1, 2007 Coreen Bailor |
Winnowing Customer Care Woes Craft applications with touch-tone and speech-enabled IVRs based on customer needs. |
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. |
Bank Technology News December 2010 Michael Sisk |
From Cost Center to Revenue Driver For decades the call center was considered a cost center, and the most important performance measurement was how fast you could get the customer off the phone. Now virtually all banks are trying to turn call centers into profit centers. |
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. |
Insurance & Technology January 28, 2009 Anthony O'Donnell |
MetLife Boosts CSR and IVR Capabilities Competing for external recognition has helped MetLife's call center operations leadership identify the capabilities it needs in order to deliver best-in-class service. |
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 June 9, 2015 |
Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace Jacada has joined the Interactive Intelligence Global Alliance Program. |
Bank Technology News March 2005 John Adams |
Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one. |
CRM April 1, 2005 Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
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. |
Wall Street & Technology June 23, 2008 Melanie Rodier |
SOA Threatens Security With customers accessing systems themselves through Internet banking and other self-serving channels, core systems are vulnerable to security threats. |
CRM May 1, 2007 Coreen Bailor |
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. |
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 October 2003 Ginger Conlon |
The Great Service Debate Used properly, self-service applications can enhance the buyer-seller relationship. |
CRM July 12, 2013 Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM December 2010 |
Separating Fact From Fiction Addressing myths regarding upgrading non-vXML-based applications and improving IVR applications. |
CRM December 4, 2015 Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
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. |
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. |