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Abstract:
Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed
at the water cooler are now broadcast effortlessly by consumers. And because these comments are searchable and permanent,
they are extraordinarily powerful. This paper presents th (...)
Excerpt related to
online call center:
... Your Call Center: Three Lessons Every Call Center
Manager Should Learn and Apply. Source: Fonolo. Document Type: White Paper Description: Online services like
...
Published:
2011-09-26
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
online call center:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
online call center:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
Siebel Systems announces two alliances that promise new relevance for its customer relationship management software. (...)
Excerpt related to
online call center:
Siebel Systems announces two alliances that promise new relevance for its customer relationship management software.
Published:
2000-03-10
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Abstract:
Discover the telecom re-invention.The key to optimizing the online customer experience.Read free white papers in relation
to e-commerce. As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products
and services on offer to customers who are, in turn, becoming (...)
Excerpt related to
online call center:
Telecom Re-invention: Optimizing the Online Customer Experience. Source: Quocirca Ltd. Document Type: White
Paper Description: As ...
Published:
2010-03-12
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Abstract:
Recession? Steal Market Share by Increasing Customer Service!Secure Documents and Other Dynamic System to Use In Your Organization
of Steal Market Share by Increasing Customer Service. During a recession, don’t follow the cost-cutting crowd. Of course,
be frugal, but in areas that don’t touch the cust (...)
Excerpt related to
online call center:
Recession? Steal Market Share by Increasing Customer Service!Secure Documents and Other Dynamic System to Use In Your Organization
of Steal Market ...
Published:
2010-03-11
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Abstract:
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for
a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact
center that keeps customers happy and builds long-term (...)
Excerpt related to
online call center:
Best Practices for Improving Performance in Your Contact Center. Source ... How does your
contact center stack up to the competition? Are ...
Published:
2011-05-17
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Abstract:
Organizations today are looking for low-risk solutions that provide immediate value. This paper introduces a set of solutions
that offers a range of processes to address major phases of the customer life cycle. These rapid deployment customer relationship
management (CRM) solutions give companies a live, (...)
Excerpt related to
online call center:
Build Your Own SAP CRM Solution—and Know Exactly How Much It Will Cost. Source: SAP. Document Type: White Paper Description:
Organizations ...
Published:
2011-03-15
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Abstract:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors.
Kana is the most recently announced CRM customer. Kana has voice enabled their RealTime offering to provide ecommerce sites
a way to talk to their customers. (...)
Excerpt related to
online call center:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors. Kana
is the most recentl...
Published:
2000-09-06
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Abstract:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations
across multiple channels, extract actionable d (...)
Excerpt related to
online call center:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC ana...
Published:
2012-01-12
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Abstract:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Until recently, customer interaction technologies were often considered too complex and costly for all
but the largest businesses to justify. But today that pict (...)
Excerpt related to
online call center:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Un...
Published:
2010-03-11
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Abstract:
So why would users switch from AOL’s Instant Messaging client to Microsoft’s? Quite simple really, throw in free long distance
phone service, offer a comparable and competitive set of base features, and then to make sure you succeed, give it away for
free. And just to add injury to insult Microsoft w (...)
Excerpt related to
online call center:
Microsoft New Online Messenger ~ Dope Slaps AOL’s Instant Messenger. P. Hayes - July 21, 2000. Comments:
0. Read Comments P. Hayes - July 21, 2000 Event Summary ...
Published:
2000-07-21
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Abstract:
Onyx Software is one of the few direct competitors of Siebel Systems with a solid chance at long-term success in the CRM
market. A strong customer focus and a commitment to a 100% web-based architecture are just two of its critical success factors.
Find out how Onyx is staking its claim. (...)
Excerpt related to
online call center:
Onyx Software is one of the few direct competitors of Siebel Systems with a solid chance at long-term success in the CRM market.
A strong custome...
Published:
2000-12-04
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
online call center:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
The social Web is revolutionizing how customers interact with each other and with businesses. At the heart of this transformation
is a power shift in which customers own the conversation. Direct marketing is no longer the main influence on purchasing decisions;
crowd intelligence is increasingly driving (...)
Excerpt related to
online call center:
Harnessing The Social Web To Deepen Customer Intimacy: Selecting A Social Enterprise Strategy That’s Right For You. Source:
SAP. ...
Published:
2010-10-19
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Abstract:
Yet another ERP doom saying. This time, a prediction was given that ERP systems will only host 40 percent of business applications
by 2004 partly due to the rise of collaborative commerce. (...)
Excerpt related to
online call center:
Yet another ERP doom saying. This time, a prediction was given that ERP systems will only host 40 percent of business applications
by 2004 partly ...
Published:
2000-05-01
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Abstract:
This is an examination of Metasystems ERP solution. Companies can begin determining if it is worthwhile to pursue a relationship
with Metasystems by considering selection criteria, which are most supported by the vendor. We ask the question, all things
being equal, which modules contribute the most to th (...)
Excerpt related to
online call center:
This is an examination of Metasystems ERP solution. Companies can begin determining if it is worthwhile to pursue a relationship
with Metasystems ...
Published:
2003-06-16
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Abstract:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult
to understand, more expensive to buy, more dif (...)
Excerpt related to
online call center:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not mu...
Published:
2001-08-27
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Abstract:
Discover 10 warning signs that your enterprise resource planning (ERP) system is killing your business. We'll change your
mind about erp system. Today’s manufacturers face rising costs, increased competition, and changing customer requirements.
If their enterprise resource planning (ERP) solutions are n (...)
Excerpt related to
online call center:
10 Warning Signs that Your ERP System Is Killing Your Business. Source: Plex Systems. Document Type: White Paper Description:
Today ...
Published:
2010-03-11
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Abstract:
Case Study: VAI Implements E-commerce Solution for Hearing Aid Provider. Download the most recent Reports for the VAI Implementation
of an E-commerce Solution for Hearing Aid Provider. For hearing aid manufacturers, it’s vital to be able to design a quality
product and deliver it quickly. When Widex dec (...)
Excerpt related to
online call center:
... To meet the goals of call-center call reduction, improved
order accuracy and ... Express and WebSphere allows Widex to service their online customers
efficiently ...
Published:
2010-03-11