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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
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
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
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
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Interaction Management A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner. |
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
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, 2005
Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
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
June 2004
Emmy Favilla |
10 Strategies for Customer Service Success Contact center managers can no longer define success by call duration alone. |
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
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
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
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center. |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
InternetNews
September 13, 2005
Jim Wagner |
Oracle + Siebel = CRM Consolidation Oracle's $5.85 billion acquisition bid of Siebel Systems stirs another debate over best-of-breed vs. integrated suite in software deployment. |
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
October 2006 |
The 2006 Market Leaders, Part 1 The need for data quality continues to influence every CRM niche. Some of this year's positional shifts will surprise you, and so will some companies that didn't move as much as they might have hoped. Amdocs... SSA Global Technologies... etc. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
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
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
CRM
December 2006
Marshall Lager |
The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes. |
CRM
May 1, 2007
Jessica Sebor |
Gaining Altitude JetBlue implements a Web self-service solution to power customers to field their own questions and let agents focus on the human touch. |
CRM
October 2003
Ginger Conlon |
The Great Service Debate Used properly, self-service applications can enhance the buyer-seller relationship. |
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
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
September 1, 2005 |
DestinationCRM Dashboard There's a New Seer at Oracle... Convergys Is Buying Deloitte's F&A BPO Business... The BPM Market Is Growing Faster Than Expected... CRM Analytics... etc. |
InternetNews
December 17, 2004
Sean Michael Kerner |
Siebel Helps Customers With Latest Buy Siebel Systems announced this morning that it has signed a definitive agreement to purchase e-billing provider edocs. |
CRM
April 16, 2013
Kelly Liyakasa |
KANA Software Goes After "Transformational" Enterprise Deployments KANA Enterprise software is tailored for an omnichannel customer experience. |
The Motley Fool
December 21, 2004
Tom Taulli |
Siebel a Deal Maker? All in all, edocs is a smart fit for Siebel. Unfortunately, it's more of a gradual empire expansion at a time when the company needs -- and investors want -- a rapid-growth injection. |
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
June 1, 2005 |
destinationCRM Dashboard Siebel Systems' CEO Michael Lawrie resigned in April... SugarCRM unveiled its latest hosted software suite in April... Consumers are increasingly attracted to online shopping... etc. |
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. |
The Motley Fool
October 26, 2005
Tom Taulli |
RightNow Is Getting It Right The CRM software provider is poised to capitalize on circumstances in its market. Investors, take note. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
December 2005
Marshall Lager |
The Year in (P)review Looking back, and to the future: CRM trends and events to watch: Would you like fries with your subsidiary?... And Oracle acquired everybody else... We're not going to say "On-demand is in demand" again, but... Information, please... |
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. |
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
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
August 2003
Martin Schneider |
New & Noteworthy Enterprise CRM Oracle has released updates to Oracle Service and Oracle Marketing... Online CRM Salesnet announced that it has integrated instant messaging capabilities from AOL, Microsoft, and Yahoo! into its wireless CRM application... etc. |
CRM
March 2010
Lauren McKay |
CRM's Hearty Appetite Mergers and acquisitions ramp up at the start of the new year as vendors expand road maps and look for ways to fulfill promises. |
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
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
CRM
September 1, 2005
Coreen Bailor |
Email Response Times Lag Still Many organizations are failing to capitalize on email, allowing sluggish response times to customer inquiries. This runs the risk of tarnishing customer relationships. Companies are nowhere near responding to the channel like they should. |
InternetNews
January 5, 2004
Susan Kuchinskas |
KANA Customers Connected at the Hipbone The CRM specialist's acquisition lets call center reps help customers via live chat and co-browsing. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
April 1, 2007
Colin Beasty |
Business Problem: CSRs Are Inundated with Routine Customer Inquiries, Which Increases Wait Time and Reduces Agent Effectiveness. Tech Solution: Speech-enabled IVRs. Aspect Customer Self-Service... Cisco Unified Customer Voice Portal... VoiceObjects 6... |
CRM
December 1, 2005
Coreen Bailor |
Self-Service Gets Graphic A reworked support blueprint leads to a near perfect self-service rate for designer and manufacturer of 3D graphics and digital-media silicon solutions ATI Technologies. |
