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CRM
March 2004
Jason Compton |
The 2004 Service Elite Five companies that have gained impressive returns on their customer service implementations.   |
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
October 2003
David Myron |
How to Overcome the Call Center Conundrum Five ways to improve efficiency without sacrificing relationships. |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
July 2014
Donna Fluss |
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
CRM
October 2004
Coreen Bailor |
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. |
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
August 2005
Coreen Bailor |
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. |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
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
March 28, 2014
Glenn Johnson |
5 Tips for Making CRM an Enterprise Portal Focus on revenue to drive project objectives. |
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
Colin Beasty |
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... |
CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
March 2003
Jason Flynn |
New & Noteworthy TechExcel Inc. released its FrontOffice 4.0 for small and midsize business sales, marketing, and customer support... Interactive Intelligence Inc. has released two new products... NetLedger Inc. has launched its NetSuite 8.6, which will include enhanced partner relationship management capabilities... etc. |
CRM
July 2003
David Myron |
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. |
CRM
April 1, 2006
Colin Beasty |
Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money. |
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
August 2003
Jason Compton |
Hot Projects: Automotive, Travel, & Transit A healthy dose of self-service automation with no lines -- that was the goal of the New York State Department of Motor Vehicles. George Filieau, Internet customer relations manager at the NYS DMV, implemented an enhanced knowledge base from RightNow to help guide customers to the right answer. |
CRM
October 2003
Martin Schneider |
Stand By Me As IT staffs shrink and CRM projects get increasingly complex, more and more service providers are playing a long-term role to ensure that CRM systems run smoothly and generate ROI. |
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
March 2010
Christopher Musico |
Email Management You've Got Mail: Despite fits and starts, many still believe email management solutions can deliver on their promise. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
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
January 26, 2004
Patrick O'Neal |
Customers Prefer Self-Service When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option.. |
CRM
April 25, 2014
Connor Marsden |
CRM Technology as a Business Planning Tool Sharing essential information is key to meeting customer demands. |
CRM
October 26, 2010
Brent Hayward |
It's About Answers Knowledge-based technologies are now essential to the customer experience. |
CRM
August 1, 2006
Colin Beasty |
Market Focus: The Public Sector--Eye on the State Local and national governments are turning to CRM to satisfy the citizen-as-consumer. |
CRM
February 2003
Jason Compton |
A Little Technology Goes a Long Way New tools enhance call center agent productivity. |
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
November 2013
Paul Korzeniowski |
Mobile CRM Is Slow to Take Hold Integration hurdles slow deployments as systems largely fail to deliver significant value to users. |
CRM
November 9, 2015
Michael Rooney |
Finding Lost Sales Revenue: It's All About the Process Getting a well-defined sales process in place is important. Having it adopted and automated is even better. |
CFO
July 1, 2005
John Edwards |
Help Yourself Customer self-service is finally catching on with consumers -- and saving businesses a bundle in the process. |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
May 1, 2007
Colin Beasty |
Secret of My Success: A New Lease on CRM The Philadelphia Housing Authority turns to Oracle PeopleSoft for an enterprise-wide implementation to integrate CRM with finance and HR. |
Home Toys
December 2005
Brandi Browning |
How a Customer Relationship Manager for Microsoft Office Can Turn Your Small Business Into a Productivity Powerhouse The benefits of a Customer Relationship Manager (CRM) do not stop with just the needs of the customer -- it adds value to the business as a whole. |
CRM
July 2004
Joshua Weinberger |
The Sweet Taste of Success Ben & Jerry's gives the scoop on how it serves up information to its customers using RightNow. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
June 27, 2014
Damon Lockwood |
How Big Data Can Transform the Customer Journey Add essential insight to contact center and back-office operations. |
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
May 2003
Lisa Picarille |
Overly Ambitious Hewlett-Packard's CRM czar Mike Overly is working overtime to unify the company. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
Pharmaceutical Executive
March 1, 2006
Jeff Brady |
Sales Management: Spending Under Scrutiny Five states have already mandated that drug companies track, control, and report their marketing and sales spend directed at healthcare professionals, and many more states have legislation pending with distinct requirements. |
CRM
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
