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Bank Systems & Technology
March 29, 2006
Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service.   |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
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
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. |
CRM
May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
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
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
Entrepreneur
July 2002
Mark Henricks |
"Self" Respect You can't deny consumers their desire to do everything themselves. |
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
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
CRM
October 2003
Ginger Conlon |
The Great Service Debate Used properly, self-service applications can enhance the buyer-seller relationship. |
CRM
May 2004
Barton Goldenberg |
Customer Self-Service: Are You Ready? A new generation of customers want service on their terms. Here are five self-service stragies. |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Self-Service While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
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. |
InternetNews
August 17, 2010 |
Microsoft Ships Self-Serve Virtualization Tool Software giant unveils version 2.0 of a service that enables corporate users to create and maintain a virtualization infrastructure on a self-serve basis. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
InternetNews
December 22, 2003
Colin Haley |
Interest in Online Banking Grows Barring a major security breach, U.S. consumers will increasingly turn to bank Web sites, a new study concludes. |
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
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
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. |
CFO
January 1, 2005
Karen Bannan |
Ernestine, Meet Julie Natural language speech recognition is markedly improving voice-activated self-service. |
Bank Technology News
October 2008
Anthony Malakian |
CRM the Top Priority Looking to grab marketshare, many institutions plan to throw money at customer relationship management and sales automation solutions over the next two years. |
CRM
May 3, 2004
Lisa Picarille |
Market Watch: Improving Self-Service Results With Search Capabilities Many companies are including search capabilities on their sites because searching is becoming the preferred method of finding information on the Web. |
CRM
September 26, 2014
Jake Wobbrock |
Changing Consumer Behaviors Make Self-Service Growth Inevitable To give today's customers what they want, help them help themselves. |
CRM
September 2010
Koa Beck |
Call Weighting With ClickFox, Sprint takes an analytical look at its cross-channel customer experience - and saves millions in the process. |
CRM
August 1, 2006
Coreen Bailor |
On the Scene: G-Force 2006--Model Maturity Many organizations struggle to communicate with customers across channels and departments. Looking at metrics is essential to improving performance. Here are highlights of a contact center capability model. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
Entrepreneur
January 2007
Melissa Campanelli |
Survey Says Do them right, and online surveys can be cost-effective marketing and information-gathering tools for businesses. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
March 1, 2008 |
destinationCRM Dashboard Highlights from online news stories. |
CRM
February 14, 2014
Nikhil Govindaraj |
Easier Customer Service Increases Consumer Satisfaction Pushing a button for service is becoming a growing reality. |
CIO
June 1, 2003
Gary Beach |
The Self-Service Economy Forget about the "new" economy or the "e" economy. Bring on the "self-service" economy. Is your company --and in particular your company's website--ready for the most demanding customers in the coming self-service economy? |
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. |
Insurance & Technology
November 25, 2003
Katherine Burger |
Supporting Growth Via Agent Self-Service First American P&C is taking advantage of Web services and technology from Fiserv SIS to gain efficiencies and speed-to-market. |
HRO Today
Jan/Feb 2008
Andy Teng |
Adoption of Self-Service Grows Despite Employers' Concerns To really leverage all the benefits that self-service offers, employees must not be allowed to lean on HR for services they can obtain via the web. |
Insurance & Technology
August 26, 2009
Nathan Conz |
Allstate Rolls Out Next Gen Self-Service Allstate Insurance Company has launched Next Gen Self-Service, a set of online tools that allow customers and agents to access information and perform claims tasks. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
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
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
Bank Systems & Technology
November 3, 2009
Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
CRM
May 2010
Lior Arussy |
Putting the 'Self' in Self-Service 2.0 The real revolution is enabling customers to define their own interactions. |
Bank Systems & Technology
May 26, 2009
Maria Bruno-Britz |
Financial Crisis Will Speed Adoption of Mobile Banking TowerGroup research shows that 2009 will be the year m-banking goes mainstream as consumers seek more immediate access to their financial status. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
CRM
May 1, 2007
Coreen Bailor |
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. |
Bank Systems & Technology
March 3, 2009
Maria Bruno-Britz |
Fifth Third is Awarded Two-Character Mobile Domain Name Fifth Third Bank is one of the first companies to receive a two-character mobile Internet address, something it says will help retain consistency between its Web and mobile banking channels. |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
