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CRM
July 1, 2005
David Myron |
How to...Assess Customer Satisfaction Levels by Going Beyond the Standard Satisfaction Survey Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful. Consider these tips for assessing customer satisfaction levels by going beyond the standard satisfaction survey.   |
CRM
June 1, 2005
Paul Stockford |
Workforce Optimization's Missing Link Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
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 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
January 30, 2012
Gustaf Sahlman |
Customer Service Gets Smart with Artificial Intelligence Mimicking customer care agents, this technology offers improved customer satisfaction and a healthier bottom line. |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
December 2003
David Myron |
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. |
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. |
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. |
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
July 15, 2015
Subramaniam & Sharma |
Do You Feel Your Customers' Pain (Points)? A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
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
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
April 2005
Phillip Britt |
The 2005 Service Elite Awards The 2005 Service Elite awards in customer service in the following categories: Knowledge-Base Tools, Agent-Facing Universal Desktop, Quality Monitoring, Workforce Management, Speech Solutions, and Outsourcing Services. |
CRM
July 10, 2015
Anna Convery |
4 Steps to Using Automation to Transform Your Enterprise Leave decision making to humans, but automate (or eliminate) the processes that lead up to it. |
CRM
October 12, 2015
Jeff Erhardt |
6 Ways Machine Learning Can Generate More CRM Value Making sense of data, becoming more efficient, and, most important, pleasing customers can now be done on a large scale. |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
AskMen.com
Kirk Thurbide |
Employee Retention Employee retention looks to be an ongoing challenge for organizations. As the workforce continues to change, perhaps so must the conventional thinking on employees and retention. |
CRM
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
CRM
July 1, 2004
David Myron |
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. |
CRM
May 2003
Ginger Conlon |
Good Advice E.piphany has introduced two vertical versions of its E.piphany Interaction Advisor: Interaction Advisor for Retail Finance and Interaction Advisor for Telecommunications. The focus of the products is on cross-selling and retention, respectively. |
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 13, 2015
Daniel Sarfati |
Measure CRM Usage to Optimize Business Processes Current tools leave insight lacking when it comes to employee interaction. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
CRM
July 26, 2010
Jo Ann Parris |
Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center. |
CRM
February 14, 2012 |
Get Satisfaction Teams Up with Velaro The partnership between Velaro and Get Satisfaction brings together live chat, social community platform, and knowledge base technologies. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
CRM
September 1, 2005
Colin Beasty |
Re: Tooling Business Problem: Customer Satisfaction Levels Are Too Low and Agents Are Not Cross- and Up-Selling Products Enough... Tech Solution: Agent Training Applications... |
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
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
CRM
November 5, 2015
Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
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. |
Bank Technology News
March 2007
Edmund V. Tribue |
Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
CRM
February 2010
Christopher Musico |
Stressed and Distressed Under-appreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension - and raise satisfaction - on both sides of the call. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
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. |
