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CRM
May 3, 2004
David Myron |
Vertical Focus: Telecoms Focus on Services, Not Price, to Reduce Churn To effectively compete and to lower customer churn, telecom carriers should focus more on bundled services.   |
CRM
January 2, 2004
Martin Schneider |
Market Watch: Guided Selling Tools Boost Sales Results Guided selling solutions are designed to help sales associates offer the right products to customers, increase close rates, reduce cycle time, and increase revenue through upsell and cross-sell opportunities. |
Insurance & Technology
July 11, 2008
Akhil Tripathi |
Web-Based Solutions Deliver on Agents' Tech Expectations Insurers can leverage agent portals and systems integration technology to streamline agents' workflow and improve efficiencies. |
CRM
August 1, 2003
Lisa Picarille |
No Means No Companies need to balance the potential of bringing in more revenue with overly aggressive tactics that might send a customer running to a rival. |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
July 18, 2010
Lauren McKay |
Amdocs Gets Semantically Intelligent Amdocs, a vendor that provides customer care, billing and order management systems mostly for telecommunications and Internet services providers, has announced what it calls Amdocs Intelligent Decision Automation, an engine that is powered by Franz AllegroGraph 4.0 real-time semantic technology. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
CRM
March 1, 2005 |
Heard & Overheard Quotes from leaders in the CRM industry: If a customer has a bad experience with a CSR, or their needs are not being met, they will tell an average of... We really see Voice over IP today as the transport rather than the enabler... etc. |
CIO
October 27, 2010
Stephanie Overby |
How Assurant Solutions Saved Its Customers From Call Center Hell New analytics tools help one insurance company pair its customers with the best call center representative for their needs, providing better service and retaining clients. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
Insurance & Technology
July 8, 2010
Nathan Golia |
Farmers Looks to E-Readers for Agent Resources The insurer and its agents are finding that improving access to sales and training resources by putting them on e-readers improves customer service. |
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... |
Insurance & Technology
July 11, 2008
Karen Pauli |
Integrated Agency Management Systems Key to Improving Agent Performance and Efficiency Agents want fully integrated systems that offer a single entry of data, a single view of the customer, and mobile and real-time functionalities. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
July 1, 2003
Martin Schneider |
Migrate or Merge? It's an all-too-common scenario these days: A vendor is going under. Should its main competitor buy the company assets, or simply try to attract the failing firm's clients to its own solution? It depends upon the alignment of the technologies, as well as customer requirements and expectations. |
CRM
June 27, 2014
Damon Lockwood |
How Big Data Can Transform the Customer Journey Add essential insight to contact center and back-office operations. |
PHONE+
May 19, 2009 |
Thinking Out of the Telecom Box To survive the recession, telecom agents need to take a long, hard look at their businesses. |
CRM
November 1, 2006 |
The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc. |
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. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
Insurance & Technology
February 1, 2006
Phil Britt |
A Web of Support There has been an upturn in insurers' investments in Web-based tools that enable agents to work more efficiently and, through those efficiencies, sell more, increase commissions and make more money for the companies they represent. |
The Motley Fool
July 6, 2005
Tom Taulli |
Amdocs Gets Top Billing The software developer announced its $238 million purchase of the DST Innovis unit of DST Systems. The stock price of Amdocs subsequently increased $1.06 to $27.79. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
CRM
June 2014
Leonard Klie |
Ovum Expects Home-Based Agents to Soar by 2017 The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market. |
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. |
Insurance & Technology
May 16, 2007
Susana Schwartz |
Drive For Automation Causes Insurance Carriers To Integrate The Internet has yielded more choices among comparative raters and aggregators, thus elevating agents to a more powerful position as the gatekeepers to multiple company ratings. |
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. |
CRM
April 1, 2006
Coreen Bailor |
Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business. |
CIO
January 1, 2003
Stephanie Overby |
The New, New Intelligence The military, intelligence and law enforcement communities see software agents as a tool for dealing with the daunting task of having to retrieve and monitor huge amounts of data in ongoing investigations or to prevent potential problems (from terrorist activity to insider trading). |
