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Big Data Drives City of Buffalo's Operation Clean Sweep By layering data from 311 and 911 calls over Census data, unemployment data and other poverty indicators, Buffalo uses data analytics to identify its most challenged neighborhoods.   |
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Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
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January 1, 2007
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When Disaster Doesn't Strike Lagan Technologies helps Minneapolis launch a 311 system to provide information on municipal issues and nonemergency services. |
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November 1, 2006
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Business Problem: Poor e-mail Response Times Lead to Increased Numbers of Phone Calls to the Contact Center Tech Solution: e-mail management tools. KANA Response... Kintera CRM... Talisma Email... |
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March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
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Kana Comes Home Perhaps CEO Michael Fields's most intriguing decision was to bring outsourced engineers back in-house at Web self-service specialist KANA Software. |
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Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
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July 1, 2009
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Dialing into Knowledge For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge. |
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August 2003
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New & Noteworthy Enterprise CRM Oracle has released updates to Oracle Service and Oracle Marketing... Online CRM Salesnet announced that it has integrated instant messaging capabilities from AOL, Microsoft, and Yahoo! into its wireless CRM application... etc. |
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KANA Customers Connected at the Hipbone The CRM specialist's acquisition lets call center reps help customers via live chat and co-browsing. |
CRM
March 2015
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Small Customer Service Vendors Can Make Big Contributions A best-of-breed solution from a small company doesn't have to be such a risky proposition after all. |
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KANA Software Goes After "Transformational" Enterprise Deployments KANA Enterprise software is tailored for an omnichannel customer experience. |
